ITIL Service Operation / Request Fulfillment

ITIL SERVICE OPERATION

• Event Management
• Incident Management
• Request Fulfillment
• Access Management
• Problem Management
• IT Operations Control
• Facilities Management
• Application Management
• Technical Management

Author: Yunus Onur Atasoy

What is Request Fulfillment?

Request fulfillment is a part of ITILversion 3 process which system users could send to IT their request. Let's explain it with a simple example: A service process could demands to change user's app password.

Also request fulfillment process define as service request which comes from users.

For starting to ITIL request fulfillment, there is a good explanation in Charles Sturt University's tutorial:

What is the difference between Incident and Request ?

Incidents and Requests are often lumped together in the Service Desk as “calls” or “tickets”. And to some degree, they are both very similar – but Requests tend to get lost among the urgency of Incidents, and the result is unhappy customers.

What is the difference?

Incident – an unplanned interruption to a service. (something was or should be working but is not.) Check out What is Basic ITIL Incident Management for more details

Request – customer requires a service they currently do not have. Request are often for small changes that are done frequently and have low risk. Things like access to a resource, applications or server – new or replacement computer hardware, mobility, and remote access tokens.

A quick analogy.

A flat tire is an Incident – driving along just fine, then suddenly,  a flat tire. When you call the tire store to come fix it, they are doing Incident Management. Your main concern is how quickly they get it fixed and you back on the road.  You have better things to do than deal with flat tires.

On the other hand, when you go to the tire store for new tires, you are dealing with Request Fulfillment. You select from available choices for tires that meet your needs and budget, and come in the right size for your car.

Pretty straight forward, right?

Lets take a closer look.

Being stranded on the side of a busy road is both frustrating and dangerous. It is also preventing you from getting where you’re going.

A spare tire is a great Workaround to the Incident, because it gets you rolling again pretty quickly. But its only a temporary solution. The primary goal here is to get safely back on the road so you can accomplish your mission.

That’s the heart of Incident Management – Rapid recovery.

But to fully resolve the Incident, you need to come into the tire store and have the flat fixed and put back on the car. If the tire is fixable, it’s a pretty quick fix and you’re good to go.

But what if the tire is so bad that it has to be replaced?

Process wise, everything changes.

The repair guy hands you off to a sales guy who starts showing you new tire options. You start discussing price and tread warranty.

You’ve now entered the Request Fulfillment process. The goal now is to determine your needs and help you select from available options. And then get you set up and back on your way.

Main Goals of Request Fulfillment

Request fulfillment process (performing to demands) has these goals:

• Supporting a platform which system users could transmit their requests and answers. And detecting which channel should call out
• Supporting a procedure which users and customers could get information about their service situation
• Provide to source for standard service components like license etc..
• Assist to general information, complain or comment

Contribution of request fulfillment could measure with fast response and right feedback. One of the another request fulfillment goal is reducing bureaucracy between services. This can solve with connect to each service requirement.

Request fulfillment is running when a request come to system. Request fulfillment process could call many time according to process frequency. In these case, run time order could be different according to intensive part.

Activity, Working Method and Technique

Request fulfillment comprises activities which is following each other , methods and technique.

Choosing Menu: Main purpose of this part; user could demand from service management tool. For this method web interface is the best way.

Approval: Many of service have specific cost. Because of this calculating cost is mandatory. According to emergency and cost, we can decide to placement.

Fulfillment: In this part of case request is being implemented.  These activities are basing on service desk's request.

Closure: When the service request is done, service should be closed.

Basic Request Fulfillment Process

Requests come in from many sources – email, phone calls, walk-ups, etc. Regardless of source, the first step is always to determine of it’s an Incident or Request. At the most basic level, if something is no longer working – it’s an Incident. If the customer needs something they don’t currently have – it’s a Request.

1.     Determine if it’s a request. (If not, go to the Incident process)

2.     Gather basic customer contact information

3.     Understand customer needs and assist with selecting appropriate Service

4.     Establish priority, and set customer expectation for fulfillment time frame.

5.     Track status of requests.

6.     Validate the customer is authorized for request

A.    Is customer authorized for requested service?

B.    Has financial approval been granted? (if applicable)

7.     Coordinate service provisioning with appropriate provider(s)

8.     Follow up with customer when work is complete to ensure they have the service they need, and are able to use it successfully.

Many Service Requests are fulfilled by Service Desk staff (new email/network accounts, or network access requests), or in coordination with other back end teams (e.g. Security, Network) To ensure a high level of service, Request Fulfillment needs a single owner. In most organizations this is the Service Desk.

Requests are tracked from beginning to end to ensure delivery time commitments are met. The Service Desk must carefully monitor and escalate any requests that are in danger of missing Service Level expectations.

Author: Yunus Onur Atasoy

Resources:

• http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation
• http://en.wikipedia.org/wiki/ITIL
• http://wiki.en.it-processmaps.com/index.php/Request_Fulfilment
• http://www.theitsmreview.com/2012/05/request-fulfilment-itil-2011/
• https://itilorganizasyon.wordpress.com/category/itil/
• http://itsmtransition.com/2013/11/basic-itil-request-fulfillment/
• https://www.youtube.com/channel/UCrvMNDrgFeCuJsO4h0w5nfQ

Analysing the relation in between ITIL, Cobit, Togaf and CMMI.

Abstract

Today, we could search and access everything by force of internet. Many of things is explored and we can reach them. There is no need experience to experimentation. As a different, no need to explore America again :)

My words will be for corporate companies and project managers. If you doesn't take advantage of these frameworks, you should think one more time :) Achievement is so close. Just implement these framework or methods which is suit for your business.


ITIL

ITIL (IT Infastructure Library) is one of the best example series of service management.
ITIL was developed by England Office of Goverment Commerce. ITIL is like a bridge between customer , provider , IT department , and users. Today, ITIL is in use and valid business standard in whole world.

ITIL is a best practice library. This library bases on correct service, correct customer, right architecture for customer's penury , minimum risk and maximum performance. This library is not show to what should i do directly because all company has different service and this service has need different process.

ITIL is defining service management concepts, guide to resuming service and a book which is telling about service details for users. ITIL is not a absolute solution but you can be professional with ITIL service management methodology. Methodology should be defined with regard to organization structure, technology and culture.

ITIL has a life cycle. This life cycle include

• Service Strategy
• Service Design
• Service Transition
• Service Operation
• Continual Service Improvement

Lets explation to briefly life cycle steps:

Service Strategy: Service Strategy (SS) include how should determine to IT service management's strategy. This scope contains decide to market place, designate to customers, decide to source and limitation. Main goal of this step is be an unique about offering service.

Service Design: Service Design care about service constraints. At the same time service design is focusing on how should design to services and these services accounting position. Also service design is being interested prudential service.

Service design has some of package. The package are like a outcome to services. These packages are developing to service, testing ,  generalizing and all of operation details.

Service Transition: Service Transition (ST) is leading to how designed service should to go into action. Service transition is a critical point of service life cycle. Service transition is including service design package development, testing and loading. Also it has existing services innovation.

Service Operation: Service operation (SO) is based on efficient and effective service management. Because of this part customer can understand to value of services. Also service operation is a part of reporting to service performance.

Continual Service Improvement: Continual service improvement should be integrated with all life cycle. Improvement should be constant activity. According to service operation's performance values, continual service improvement decide to changing on service strategy and service improvement.

For better explanation, lets see a short video:

Now we can explain to COBIT.
Cobit (Control Objectives for Information and Related Technology) is based on IT management's target which should reach to system.


What is Cobit's differences from ITIL and CMMI

The biggest differences , cobit contains all of the IT functions perspective. As a different explain, cobit has 34 process which is include all of IT management. Because of this reason, cobit doesn't focus to IT process. Cobit focuses on IT steering. Another difference is, cobit doesn't include to detailed solution methods. Cobit occurs control targets and these targets includes explanation of best practice. But cobit doesn't offer any method, template or design.

You can see briefly to cobit 34 processes. There are 4 main title for these processes.

All of these processes have these stages:

Process definition: Generally process definition describe whole system. It includes

• Process goals
• Events
• Efficiency
• Privacy
• Manufacture
• Performance measure
• Source management
• Practice
• Knowledge
• Groundwork

Detailed Control Targets: Detailed control targets have different category for each process. Also this part called criterion list for inspection.

Management Guide:  This part focuses on process management. Management guide includes these information:

• Process input and output
• Role and Responsibility in process
• Process goals and measurement criteria

Maturity Model: Cobit provides to comparing company's maturity with another companies. For this model there is a scale between 0 - 5. 

• 0 (Undefined): Company doesn't aware of management process.
• 1 (İrregular): Company realizes management process but doesn't apply
• 2 (Reproducible): Company applies to management process but doesn't define to principal of management.
• 3 (Defined): Process was be defined and applied.
• 4 (Mensurable) Process is measurable.
• 5 (Optimal): Process to be developed permanently

Also cobit  answers these question:

• Which process should we create?
• Which steps should be in these process?
• How should slipt up role and responsibility?
• How could measure our activity?

CMMI

CMM model was developed from Carnegie Mellon University with UK Defense Department at 1989. This model is a template model which describes important piece of software process. CMM creates a path which goes to discipline. Main principle of CMM evaluates to software process for much be mature. CMM provide to compare other tools. CMM defines five maturity levels and 17 key processes. SEI describes different CMM models. They are:

• Software enginerring
• Integrated product development
• System engineering
• Procuration process

Nowadays many of companies are demanding third level CMMI certification. These levels:

1. Inıtial
2. Repeatable
3. Defined
4. Managed
5. Optimizing

TOGAF

Togaf is a common consortium which leader companies (IBM, NEC, HP, SAP...)  share their experiences. Togaf be gone on developing with more than 300 companies. This framework supports creating international corporate architecture. The Open Group Architecture Framework (TOGAF) helps to companies for create a methodology and developing solution strategy. Corporate architect and managers could be successful by the help of TOGAF's power.

TOGAF and ITIL

CMMI and TOGAF

CMMI is a process enhancement approach which could increase to performance. CMMI could used in a project or in a part of project or in whole organization. CMMI explains to what should do but it doesn't explain to how should do.

In Togaf management architecture
There is a providing which company could make a realistic and sustainable decision. Togaf helps to company for effective variation management. Togaf supports a associate language between company's different department and  different application.

WhatsApp Web

Kısaca whatsapp'ın web versiyonu diyebiliriz. Android ve windows phone kullanıcıları için büyük bir nimet. Lakin Apple güvenlik hede hüdesi sebebiyle resmi olarak destek vermiş değil. Bu sebepten ötürü whatsapp web enabler isimli bir jailbreak tweak'i türemiş durumda. Apple bu durumu ne zaman çözümleyecek hep beraber göreceğiz :)