Proposed Service Management Solution
This report describes the proposed solution for service management based on the requirements of Bolton University’s creative specialised technology. It recommends solutions based on the ITIL; this framework will enable service levels to be improved at the university level. It clearly describes the solutions provided for every level of ITIL management.
Management Service Level
This section will discuss the management and implementation of the service level. The objective of service management is to assure consistent delivery of defined levels of services and the operation within set timeframes of any future services.
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Manager of level of service
The Service Level Manager is suggested to be the senior technician within the creative technology provisions at the University. This manager must be available all day long. Because of his experience, he is recommended. Other applicants, such as course leaders or heads of departments, may be unable to meet the technical requirements and be available to them.
The Service level Manager will ensure compliance with the Service Level Agreement (SLA) to resolve any problems and complete the activities described in the next paragraph.
Agreement on service level
Appendix 11.1 of the Service Level Agreement details the services supplied by the University’s Technology Unit. This ensures that the service is defined in a mutually acceptable way.
The agreement covers the following services:
Private study facilities – Internal dedicated rooms with path dependant software and specialised technology will be private study services. This enables pupils to work outside the classroom in enclosed private areas.
Separate networks — The independent networking service enables an additional network separate from the main network of the University. This allows pupils to practise their skills without compromising their core infrastructure.
Safe Storage (backups) for students – Safe storage will make it difficult to securely store and back up student files.
Dedicated Internet servers – Each student can use an Internet server to test and deploy the website in a live environment using the dedicated Web servers service.
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Remote Access — Students can access data stored on the campus to enable home-based private studying using Remote Access Service.
Reading facilities – Reading facilities allow students to lecture.
Computer specialists – Computer rooms with certain operating systems or equipment are provided by the specialist laboratory service which can be customised for this purpose. This allows students not to affect primary machine but to use computers particularly designed to test and develop.
The SLA shall be checked at intervals mentioned in the document, so that both parties can fulfil their expectations.
Desk for Service
In this section, we shall explore the role of the service desk and propose to implement the University’s functioning. The service desk serves every day as one point of contact between the department of technology and users.
It is suggested that what the Service Desk will do inside the University is physically positioned and centralised, therefore delivering more efficiency and efficiency. This is because there is not a single desk around the university but a number of local offices. However, because of this, employees are forced to pass through the University when necessary, but this is checked by the desk if necessary. The operating hours are suggested to correspond to the university’s opening hours.
Functionality of the service desk
Initial diagnostics and documentation will be conducted by the service desk. The desk distinguishes if an incident or service request has been reported by the user. Service requests are when users need assistance or information including pre-approved modifications like resets of passwords.
Incidents shall be recorded on a database. It is recommended. This database contains the incident information with a single reference number. Furthermore, the date and time of the problem and if available any workaround solution were listed. Initial diagnostics include looking for any databases which include known problems to determine whether solutions or working solutions are accessible. This will enable solutions to be initially fixed and downtime reductions to be achieved so that incidents are resolved as quickly as possible and user happiness is increased as well as efficiency improvements.
If no solution is found, the event is escalated to the Incident Management Team if necessary after first diagnosis. The desk will monitor and communicate incidents, close issues, and monitor management actions if necessary.
Users must report incidents and issue service requests through their desks; the following ways are used to interact with the service desk:
In person physically
With the number specified
By means of the e-mail
Contact page via one web desk
The service desk requires users to report problems with services:
Failure to compute
Fails in the network
Failure to apply
Problems with servers
Users reporting problems will update their issue by email or ask for further information if necessary. Upon receiving an enquiry from the user reporting the occurrence, a maximum response time of 3 hours is specified.
It is recommended that every week, sessions should be arranged to give guidance and help on a drop-in basis for resolution in order to allow the management of common concerns. If the same occurrence occurs in several reports, the problem shall then be raised for investigation by the problem management team.
The desk will be able to provide an interface for additional forms of management, such as incident management, problem management, change, configuration and release management in addition to user and issue management as stated in the text. The IT department will coordinate and address service issues as effectively as feasible through this contact.
In order for the service desk to be successful, it is advised that the following restrictions should be examined on a three-monthly basis:
Time to resolve the incident
Average response rate for incidents
Amount of misallocated incidents
Number of incidents per engineer
Number of cases resolved at the service desk’s first contact
These restrictions will enable any problems to be identified inside the service desk, which may modify to increase service desk efficiency if required. The following section of the document will detail the management, purpose and implementation of the incident.
Management of incidents
The management of events will enable incident categorization to be resolved as rapidly as feasible. Incident management will work closely with the incident database service desk. This will facilitate the collection and rapid resolution of information shared in current occurrences. If an event affects or can influence the established level of service, incident management will enable the solution to be resolved as soon as possible.
Users can face hardware or software issues. An example is an application that does not load or a printer that does not print. Although events such as full disc capacity or occasional failure on network card may not be observed by consumers. Resolving these incidents before affecting users offers overall superior service and reduces the number of reported incidents.
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The incident management officer is recommended to be an experienced departmental technician who has a history of dealing with problems in the past.
Procedure for incidents
After an issue has been identified, incidents are prioritised as regards the seriousness of the way in which services and users are performed and the incident is determined.
The following incidents are classified:
Low priority — Incidents which affect the service or user service are limited or non-effective.
Medium priority – Incidents that affect the ability of the user to perform work or make use of services that cause trouble.
High-priority- Incidents that affect numerous users, interrupt service and prevent the usage of services. In addition, any occurrence affects the specified service level directly.
The event will then be delegated to the most suitable IT team member to fix the problem. If an identified problem demands a new software the incident team may need to link up with changing management as described in Section 5. In addition, various mishaps can occur as a result of recent modifications, so it is important for these teams to work towards a solution jointly.
The next section will examine problem management and how to tackle the problems of incidents.
Management of problems
The IT department can discover problems causing events through problem management. The incident database of the service desk and incident management will also be utilised to handle the problems with an uniform data source, so as to make sure that the problems are treated as rapidly as feasible.
Procedure for Problem Management
The first stages will be to identify the problem, from user-reporting occurrences or recognised difficulties. A problem management case must be followed up on all serious situations.
A problem management case will be raised if the problem is identified. The following information will be included:
Details of failed components, such as apps, networks and servers
The influence on business and the number of users
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Incident description containing all information related to all other known records of incident.
Information about troubleshooting actions and any resolutions made.
When an issue is raised, the problem has to be classified and prioritised. The impact on business and the cost or value will be assessed if resolved swiftly and the order the problems will be handled.
After prioritisation, the cause of the problem is recognised and the basis for the remedy is established. If new software is used for the solution, then the implementation and consent of new software needs to be linked to the Change Manager. The final phases in the procedure are to verify and finalise the problem resolution.