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package/.claude/skills/general-it-engineering/resources/service-management.md

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+# Service Management
+
+Service catalog management, SLA management, service desk operations, and ticketing systems for delivering IT services effectively.
+
+## Table of Contents
+
+- [Service Catalog](#service-catalog)
+- [Service Level Management](#service-level-management)
+- [Service Desk Operations](#service-desk-operations)
+- [Ticketing Systems](#ticketing-systems)
+- [Service Request Management](#service-request-management)
+- [Best Practices](#best-practices)
+
+## Service Catalog
+
+### Purpose
+
+A service catalog provides:
+- Single source of truth for available services
+- Clear service descriptions and pricing
+- Standardized request procedures
+- Service dependencies and relationships
+
+### Service Catalog Structure
+
+```
+Service Catalog
+├── Business Service Catalog (Customer-facing)
+│   ├── Email Service
+│   ├── File Storage
+│   ├── Video Conferencing
+│   └── Application Hosting
+│
+└── Technical Service Catalog (Supporting services)
+    ├── Active Directory
+    ├── DNS
+    ├── Database Hosting
+    └── Load Balancing
+```
+
+### Service Catalog Entry Template
+
+```yaml
+Service: Email Service
+
+Description: |
+  Enterprise email with calendar, contacts, and 50GB storage.
+  Includes mobile access and spam filtering.
+
+Service Owner: Infrastructure Team
+Support Team: Service Desk (L1), Email Team (L2/L3)
+
+Service Level: 99.9% uptime
+Support Hours: 24/7/365
+Response Time:
+  - P1: 15 minutes
+  - P2: 1 hour
+  - P3: 4 hours
+  - P4: 8 hours
+
+Cost: $10/user/month
+
+Prerequisites:
+  - Active employee account
+  - Manager approval
+  - Department budget code
+
+Request Process:
+  1. Submit request via self-service portal
+  2. Automatic manager approval workflow
+  3. Provisioning (automated, <1 hour)
+  4. Welcome email with setup instructions
+
+Dependencies:
+  - Active Directory (authentication)
+  - DNS (mail routing)
+  - Spam filtering service
+  - Backup service
+
+Related Services:
+  - Calendar Service
+  - Mobile Device Management
+  - File Sharing
+```
+
+### Service Catalog Categories
+
+**End User Services:**
+- Desktop/laptop provisioning
+- Software licensing
+- Email and collaboration
+- Mobile device management
+
+**Application Services:**
+- Application hosting
+- Database services
+- Web hosting
+- API management
+
+**Infrastructure Services:**
+- Virtual machine provisioning
+- Storage services
+- Network services
+- Backup and recovery
+
+**Support Services:**
+- Incident support
+- Service requests
+- Access management
+- Training
+
+## Service Level Management
+
+### SLA Components
+
+**Service Level Agreement (SLA):**
+```
+Agreement between IT and customer defining:
+• Services provided
+• Performance targets
+• Responsibilities
+• Remedies for non-compliance
+```
+
+**Operational Level Agreement (OLA):**
+```
+Agreement between internal teams supporting SLA delivery:
+• Network team → Application team
+• Database team → Development team
+```
+
+**Underpinning Contract (UC):**
+```
+Contract with external supplier supporting service delivery:
+• Cloud provider
+• Software vendor
+• Hardware supplier
+```
+
+### SLA Metrics
+
+**Availability:**
+```yaml
+Metric: Service Uptime
+Target: 99.9%
+Measurement: (Total time - Downtime) / Total time
+Exclusions:
+  - Scheduled maintenance (with 7 days notice)
+  - Force majeure events
+
+Calculation:
+  Monthly minutes: 43,800
+  Allowed downtime: 43.8 minutes
+  Actual downtime: 20 minutes
+  Availability: 99.95% ✅ (exceeds target)
+```
+
+**Performance:**
+```yaml
+Metric: Application Response Time
+Target: 95% of requests < 2 seconds
+Measurement: Application Performance Monitoring (APM)
+Sample Period: Rolling 30 days
+
+Example:
+  Total requests: 1,000,000
+  Requests < 2s: 970,000
+  Performance: 97% ✅ (exceeds target)
+```
+
+**Incident Response:**
+```yaml
+Metric: Time to Respond
+Targets:
+  P1 (Critical):  15 minutes
+  P2 (High):      1 hour
+  P3 (Medium):    4 hours
+  P4 (Low):       8 hours
+
+Measurement: Time from ticket creation to first response
+
+Example P1 Incidents (Month):
+  Incident 1: Responded in 8 minutes ✅
+  Incident 2: Responded in 12 minutes ✅
+  Incident 3: Responded in 20 minutes ❌
+  SLA Compliance: 66.7% (2 of 3)
+```
+
+**Incident Resolution:**
+```yaml
+Metric: Time to Resolve
+Targets:
+  P1 (Critical):  4 hours
+  P2 (High):      8 hours
+  P3 (Medium):    24 hours
+  P4 (Low):       48 hours
+
+Measurement: Time from ticket creation to closure
+```
+
+### SLA Tiers
+
+```
+┌──────────────────────────────────────────────────┐
+│ Platinum Tier - Mission Critical                 │
+├──────────────────────────────────────────────────┤
+│ Availability: 99.99%                             │
+│ Support: 24/7/365                                │
+│ P1 Response: 15 minutes                          │
+│ Dedicated support team                           │
+│ Cost: Premium                                    │
+└──────────────────────────────────────────────────┘
+
+┌──────────────────────────────────────────────────┐
+│ Gold Tier - Business Critical                    │
+├──────────────────────────────────────────────────┤
+│ Availability: 99.9%                              │
+│ Support: 24/7/365                                │
+│ P1 Response: 30 minutes                          │
+│ Priority escalation                              │
+│ Cost: Standard                                   │
+└──────────────────────────────────────────────────┘
+
+┌──────────────────────────────────────────────────┐
+│ Silver Tier - Standard                           │
+├──────────────────────────────────────────────────┤
+│ Availability: 99.5%                              │
+│ Support: Business hours (8am-6pm)                │
+│ P1 Response: 1 hour                              │
+│ Standard escalation                              │
+│ Cost: Basic                                      │
+└──────────────────────────────────────────────────┘
+```
+
+### SLA Monitoring Dashboard
+
+```yaml
+SLA Dashboard Metrics:
+
+Availability (Current Month):
+  Target: 99.9%
+  Actual: 99.95%
+  Status: ✅ On Track
+  Remaining Downtime Budget: 23.8 minutes
+
+Incident Response (Last 30 Days):
+  P1 Compliance: 95% (19/20) ✅
+  P2 Compliance: 88% (44/50) ⚠️
+  P3 Compliance: 92% (184/200) ✅
+  P4 Compliance: 96% (96/100) ✅
+
+Customer Satisfaction:
+  CSAT Score: 4.2/5.0 ✅
+  NPS: +45 ✅
+  Response Rate: 68%
+
+Trend:
+  Incidents: ▼ 12% vs last month
+  Mean Time to Resolve: ▼ 8% vs last month
+  First Contact Resolution: ▲ 5% vs last month
+```
+
+## Service Desk Operations
+
+### Service Desk Functions
+
+**Primary Functions:**
+1. Single point of contact for users
+2. Incident logging and tracking
+3. Service request fulfillment
+4. User communication
+5. First-line problem resolution
+6. Escalation management
+
+### Support Tiers
+
+```
+┌─────────────────────────────────────────┐
+│ Tier 1 (Service Desk)                   │
+├─────────────────────────────────────────┤
+│ • First point of contact                │
+│ • Incident logging                      │
+│ • Password resets                       │
+│ • Basic troubleshooting                 │
+│ • Known error workarounds               │
+│ • Target: 70% first contact resolution  │
+│ • Escalate if not resolved in 15 min   │
+└─────────────────────────────────────────┘
+                 ⬇ Escalate
+┌─────────────────────────────────────────┐
+│ Tier 2 (Technical Support)              │
+├─────────────────────────────────────────┤
+│ • Application specialists               │
+│ • Network specialists                   │
+│ • Advanced troubleshooting              │
+│ • Configuration changes                 │
+│ • Target: 90% resolution at L2          │
+│ • Escalate complex issues               │
+└─────────────────────────────────────────┘
+                 ⬇ Escalate
+┌─────────────────────────────────────────┐
+│ Tier 3 (Expert/Development)             │
+├─────────────────────────────────────────┤
+│ • Vendor support                        │
+│ • Development teams                     │
+│ • Architecture teams                    │
+│ • Code changes                          │
+│ • Root cause analysis                   │
+└─────────────────────────────────────────┘
+```
+
+### Service Desk Channels
+
+**Phone:**
+- Immediate assistance
+- Complex issues requiring discussion
+- High-priority incidents
+
+**Email:**
+- Non-urgent requests
+- Documentation trail
+- Bulk communications
+
+**Self-Service Portal:**
+- Password resets
+- Standard requests
+- Knowledge base access
+- Ticket status tracking
+
+**Live Chat:**
+- Quick questions
+- Real-time assistance
+- Lower effort than phone
+
+**Walk-Up (Physical):**
+- Hardware drop-off/pickup
+- Face-to-face for complex issues
+- Building-specific support
+
+### Shift Handover Process
+
+```yaml
+Handover Template:
+
+Shift: Evening → Night (6pm - 10pm)
+Date: 2024-11-01
+Outgoing Analyst: John Smith
+Incoming Analyst: Jane Doe
+
+Active P1/P2 Incidents:
+  - INC-12345: Email outage affecting 500 users
+    Status: Vendor engaged, ETA 2 hours
+    Action: Monitor vendor ticket #ABC-789
+
+  - INC-12346: VPN connectivity issues
+    Status: Network team investigating
+    Action: Update users via status page every 30 min
+
+Pending Actions:
+  - Follow up with finance team on SAP access request
+  - Schedule maintenance window for firewall upgrade
+  - Review and close resolved tickets from yesterday
+
+Known Issues:
+  - Printer in Building A offline (parts ordered)
+  - Slow performance in CRM app (monitoring)
+
+Metrics:
+  - Tickets handled: 45
+  - P1 incidents: 2
+  - First contact resolution: 72%
+  - Average handle time: 8 minutes
+```
+
+## Ticketing Systems
+
+### Ticket Lifecycle
+
+```
+New → Assigned → In Progress → Pending → Resolved → Closed
+ │       │            │           │          │         │
+ │       │            │           │          │         │
+ ▼       ▼            ▼           ▼          ▼         ▼
+Created  Analyst   Working on  Waiting   Fix      Verified
+         assigned  solution    for input  applied  by user
+```
+
+### Ticket Fields
+
+```yaml
+Ticket: INC-12345
+
+Basic Information:
+  Type: Incident
+  Priority: P2 (High)
+  Status: In Progress
+  Category: Email
+  Subcategory: Cannot Send
+  Affected Service: Email Service
+
+Reporter:
+  Name: John Doe
+  Email: john.doe@company.com
+  Phone: +1-555-1234
+  Department: Sales
+  Location: Building A, Floor 3
+
+Assignment:
+  Assigned To: Jane Smith (L1 Service Desk)
+  Team: Service Desk
+  Opened: 2024-11-01 09:15
+  First Response: 2024-11-01 09:20 (5 min) ✅
+  Target Resolution: 2024-11-01 17:15 (8 hours)
+
+Description: |
+  User reports unable to send emails since 9am.
+  Receiving emails works fine.
+  Error message: "Message sending failed - server timeout"
+
+Work Log:
+  - 09:20: Verified user account active, no locks
+  - 09:25: Checked email server status - all systems operational
+  - 09:30: Tested from webmail - same issue
+  - 09:35: Found mailbox over quota (50GB limit reached)
+  - 09:40: Increased quota to 60GB
+  - 09:45: User confirmed sending now works
+
+Resolution:
+  Root Cause: Mailbox quota exceeded
+  Solution: Increased mailbox quota, advised user to archive old emails
+
+  Resolution Code: Quota Adjustment
+  Closure Code: Resolved - Configuration Change
+  Actual Resolution Time: 30 minutes ✅
+```
+
+### Ticket Prioritization Matrix
+
+```
+┌────────────────────────────────────────────┐
+│           Impact vs Urgency                │
+├────────────────────────────────────────────┤
+│              │ Low  │ Med  │ High │ Crit  │
+│──────────────┼──────┼──────┼──────┼───────│
+│ Urgent       │  P3  │  P2  │  P1  │  P1   │
+│ High         │  P3  │  P2  │  P2  │  P1   │
+│ Medium       │  P4  │  P3  │  P2  │  P2   │
+│ Low          │  P4  │  P4  │  P3  │  P3   │
+└────────────────────────────────────────────┘
+
+Impact:
+  Critical: Business stopped, >1000 users
+  High: Major degradation, 100-1000 users
+  Medium: Moderate impact, 10-100 users
+  Low: Minor inconvenience, <10 users
+
+Urgency:
+  Urgent: Immediate business need
+  High: Important but not immediate
+  Medium: Can wait hours
+  Low: Can wait days
+```
+
+### Ticket Categories
+
+```yaml
+Hardware:
+  - Desktop/Laptop
+  - Printer
+  - Phone
+  - Monitor
+  - Peripherals
+
+Software:
+  - Application Access
+  - Application Error
+  - Installation
+  - License
+
+Network:
+  - Connectivity
+  - VPN
+  - WiFi
+  - Slow Performance
+
+Email:
+  - Cannot Send
+  - Cannot Receive
+  - Spam/Phishing
+  - Quota
+
+Account:
+  - Password Reset
+  - Account Locked
+  - New User Setup
+  - Permissions
+
+Service Request:
+  - New Hardware
+  - Software License
+  - Access Request
+  - Information Request
+```
+
+## Service Request Management
+
+### Standard Request Catalog
+
+```yaml
+Request Catalog:
+
+New User Onboarding:
+  Approval: Manager
+  SLA: 1 business day
+  Cost: $50 setup fee
+  Fulfillment: Automated workflow
+  Includes:
+    - Active Directory account
+    - Email mailbox
+    - Standard software
+    - VPN access
+    - Laptop (if hardware request included)
+
+Software Installation:
+  Approval: Manager (if licensed), None (if free)
+  SLA: 2 business days
+  Cost: License cost (if applicable)
+  Fulfillment: Self-service (approved list) or manual
+
+Access Request:
+  Approval: Data owner
+  SLA: 4 hours (expedited), 1 day (standard)
+  Cost: Free
+  Fulfillment: Automated for standard roles
+
+Hardware Request:
+  Approval: Manager + Budget holder
+  SLA: 5 business days
+  Cost: Hardware + shipping + setup fee
+  Fulfillment: Procurement → IT setup → Delivery
+```
+
+### Request Fulfillment Workflow
+
+```
+User Request
+     ↓
+Self-Service Portal
+     ↓
+Automated Approval (if standard request)
+     ↓
+Fulfillment Team Assignment
+     ↓
+Provisioning (automated or manual)
+     ↓
+Quality Check
+     ↓
+User Notification
+     ↓
+Closure
+```
+
+## Best Practices
+
+### 1. Knowledge Management
+
+**Build searchable knowledge base:**
+```yaml
+Knowledge Article: KB-0123
+Title: How to Reset Your Password
+Category: Account Management
+Tags: password, reset, login, account
+Helpful: 245 users
+Last Updated: 2024-10-15
+
+Steps:
+  1. Go to password.company.com
+  2. Enter your username
+  3. Click "Forgot Password"
+  4. Follow email instructions
+  5. Use new password to login
+
+Related Articles:
+  - KB-0124: Account Locked After Failed Logins
+  - KB-0125: Setting Up Multi-Factor Authentication
+```
+
+### 2. Automation
+
+**Automate repetitive tasks:**
+- Password resets via self-service
+- Standard software installations
+- Access provisioning for standard roles
+- Ticket routing based on keywords
+
+### 3. Communication Templates
+
+**Standardized responses:**
+```
+Incident Acknowledgment:
+  "Thank you for contacting IT Support. Your incident INC-{number}
+   has been logged with priority {priority}. We will respond within
+   {response_time} and aim to resolve by {resolution_time}."
+
+Resolution Notification:
+  "Your incident INC-{number} has been resolved. Please verify the
+   fix and reply to this email if you need further assistance."
+
+Scheduled Maintenance:
+  "Scheduled maintenance on {service} will occur on {date} from
+   {start_time} to {end_time}. Expected impact: {impact_description}"
+```
+
+### 4. Performance Metrics
+
+**Track and improve:**
+```yaml
+Service Desk KPIs:
+
+Efficiency:
+  - First Contact Resolution: >70%
+  - Average Handle Time: <10 minutes
+  - Tickets Per Analyst Per Day: 40-60
+
+Quality:
+  - Customer Satisfaction (CSAT): >4.0/5.0
+  - Ticket Reopen Rate: <5%
+  - SLA Compliance: >95%
+
+Productivity:
+  - Backlog Age: <3 days average
+  - Ticket Aging (>7 days): <10%
+  - Self-Service Adoption: >30%
+```
+
+### 5. Continuous Training
+
+- Regular product training
+- Soft skills development
+- Knowledge sharing sessions
+- Shadowing and mentoring
+
+### 6. User Satisfaction
+
+**Measure and act on feedback:**
+```yaml
+Post-Resolution Survey:
+
+1. How satisfied were you with the resolution?
+   ⭐⭐⭐⭐⭐ (1-5)
+
+2. Was your issue resolved in a timely manner?
+   Yes / No
+
+3. How would you rate the analyst's professionalism?
+   ⭐⭐⭐⭐⭐ (1-5)
+
+4. Additional comments:
+   [Free text]
+
+Results tracked monthly with improvement actions.
+```
+
+---
+
+**Related Resources:**
+- [itil-framework.md](itil-framework.md) - ITIL 4 service management framework
+- [help-desk-operations.md](help-desk-operations.md) - Day-to-day service desk operations
+- [automation-orchestration.md](automation-orchestration.md) - Service automation