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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