What Best Describes The Value Of Service Operation To The Business?

ITIL Service Operation

From IT Procedure Wiki

Objective: The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently. The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Part of: It Service Management | ITIL processes

Processes: ITIL Service Performance

Service Functioning carries out operational tasks.

The ITIL service lifecycle stage of Service Functioning (come across fig. one) includes the following primary processes :

Outcome Management: Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on advisable actions.

Incident Management: Process Objective: To manage the lifecycle of all Incidents. The principal objective of Incident Management is to return the IT service to users as chop-chop as possible.

Asking Fulfilment: Process Objective: To fulfill Service Requests, which in most cases are modest (standard) Changes (due east.k. requests to change a countersign) or requests for information.

Access Management: Process Objective: To grant authorized users the right to use a service, while preventing access to not-authorized users. The Access Management processes essentially execute policies defined in Data Security Management. Access Management is sometimes likewise referred to as Rights Management or Identity Management.

Trouble Management: Procedure Objective: To manage the lifecycle of all Issues. The chief objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Direction analyzes Incident Records, and uses data nerveless by other It Service Management processes to identify trends or meaning Problems.

IT Operations Control: Process Objective: To monitor and command the IT services and their underlying infrastructure. The process Information technology Operations Control executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.

Facilities Management: Process Objective: To manage the physical surroundings where the It infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example ability and cooling, building access management, and environmental monitoring.

Application Direction: Procedure Objective: Awarding Management is responsible for managing applications throughout their lifecycle.

Technical Management: Process Objective: Technical Direction provides technical expertise and support for the management of the It infrastructure.

ITIL four Service Performance

The Service Operation processes described here (fig. ane) follow the specifications of ITIL V3, where Service Functioning is the fourth stage in the Service Lifecycle.

ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes fundamental concepts, the 4 Dimensions Model and the Service Value System (SVS).

Instead of processes, ITIL iv describes 34 'practices', and many of the 26 processes specified in ITIL V3 can be found in ITIL 4 equally practices. For case, ITIL iv refers to Incident Management and Problem Management as practices.

The shift from processes to practices means ITIL V4 is no longer prescriptive about processes and gives organizations more freedom to define tailor-made Service Operation processes.

Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations that need to design their Service Operation processes tin can yet apply the processes specified in ITIL V3 every bit templates.

KPIs | Templates | Roles

KPIs for Service Operation
Service Performance templates and checklists
ITIL roles within Service Performance

Downloads

The ITIL subject field Service Operation at a glance

Use the following links to open up the process overview of Service Operation showing the near important interfaces:

Service Operation (.JPG)
Service Operation (.PDF)

Demo Service Operation: ITIL Process Map

The ITIL Process Map video shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the

high-level view of the ITIL Service Lifecycle (Level 0)
overview of the Service Operation process (Level 1)
overview of the Incident Management procedure (Level 2)
detailed process flow for the process "Incident Resolution by 1st Level Support" (Level three)