Control and improvement of service in ticket management
Control processes.
The control service described by ITIL in volume Service
Operation . Its objective is to ensure that IT services are available in an
effective and efficient way. This includes meeting user requirements, resolving
incidents, correcting problems, and performing routine tasks.
ITIL defines nine stages or processes for this:
1. The event
management aims to ensure that all services and infrastructure components ( CIs
) are constantly monitored to filter and sort events. In this way, it is
possible to carry out the necessary decisions.
2. The
incident management aims to control the lifecycle of an incident. Its main
objective is to return the system to normal in the shortest possible time.
3. The
fulfillment of requirements tries to fulfill all the requests that the service
receives. In most cases, these are minor or standard changes, such as password
changes or request for information.
4. The
access management wants to control users entitled to use a service, and
prevents access by unauthorized users. It usually entails the application of
the policies defined by the technological security area.
5. The
problem management controls the lifecycle of problems. Its objective is to
prevent incidents and minimize their impact when they cannot be avoided.
6. The
control of operations monitors and controls the IT services and infrastructure
that supports them . Performs routine tasks related to the operation of
infrastructure components and applications on a daily basis. This includes job
planning, backups, restoring activities, and routine maintenance.
7. The
facilities management controls the physical environment in which the
infrastructure is service. It manages aspects such as the cooling of the
equipment or the administration of the accesses to the buildings.
8. The
technical management is in charge of providing technical assistance and support
in the management of the infrastructure.
The main roles involved in controlling services are:
1. The first
level support , whose responsibility is to record and classify the incidents
received and carry out an immediate effort to restore an IT service that
presents errors as soon as possible.
2. The
second support level is responsible for the incidents that can not be resolved
immediately by means of the first level. If necessary, external support will be
requested, for example from software or hardware manufacturers.
3. The
support third level is usually found in hardware manufacturers or third party
software (suppliers). Their services are requested by the second level of
support, if necessary, to resolve an incident.
4. The
access manager (Access Manager) gives authorized users the right to use a
service, while preventing the access to unauthorized users.
5. The
facilities manager is responsible for managing the physical environment in
which the IT infrastructure is located.
6. The
Incident Manager is responsible for the effective implementation of the
incident management process and carries out the corresponding notifications.
7. An IT
Operations Manager will be required to take overall responsibility for a number
of service operation activities.
8. A team of
emergency incidents (Major Incident Team) is a team that is set dynamically by
IT managers and technical experts, usually under the direction of the Incident
Manager, formed to focus on solving a serious incident.
9. The
problem manager is responsible for lifecycle management for all problems.
10. The Service
Owner is another important role in controlling the process. It ensures that the
service is aimed at meeting the needs of the business and is the main actor
when it comes to managing all the information related to it.
It is essential that the tool allows the management of the
configuration database (CMDB). The CMDB is a database that contains relevant
details of each CI and the relationship between them, including the physical
equipment, software and the relationship between incidents, problems, changes
and other data of the service. The CMDB is a critical component of the ITIL
configuration management process.
The improvement process.
The continuous improvement of the service has to be planned
and planned like any other process, defining the activities, inputs and outputs
of the same, the roles and their functions, and presenting status reports.
