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What is ITIL Service Operation?
Who does Service Operation impact?
How are fundamental functions of Service Operation carried out?
Service OperationThis Slide Deck will go over:
Service Operation
Service Operation is a critical phase of the ITSM life cycle.
Wellplanned and wellimplemented processes will not provide a
successful outcome if the daytoday operation of those processes are
not properly conducted, controlled and managed.
Service improvements will not be possible if daytoday activities to
monitor performance, assess metrics and gather operational data are
not systematically conducted during Service Operation.
Quick Overview
Service OperationScope of Service Operation
ITIL Service Operation describes the processes, functions, organization and tools
used to underpin the ongoing activities required to deliver and support services.
The scope of Service Operation
includes:
The Services Service Management Processes Technology People
Service OperationBusiness Value
Now that we know the Scope of Service Operation, why should we care about it?
Service Operation can:
1 Reduce unplanned labor and costs for both the business and IT
2 Reduce the duration and frequency of service outages
3 Provide operational results and data
4 Meet the goals and objectives of the organization's security policy
5 Provide quick and effective access to standard services
6 Provide a basis for automated operations
Service OperationFundamentals
The fundamental aspects of Service Operation are:
1. Provide business value through service
Service operation should focus on overcoming challenges such as:
It is easy to quantify the costs of a project but difficult to
quantify what the service will cost after three years.
2. Optimize Service Operation Performance
Service Operation is optimized in two ways:
1. Longterm incremental improvement
Based on evaluating performance and of all Service
Operation processes, function and outputs over time.
2. Shortterm ongoing improvement
Improvements made within the processes, functions
and technologies.
Service OperationFundamentals
The fundamental aspects of Service Operation are:
3. Processes Within Service Operation:
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
4. Functions Within Service Operation:
Service Desk
Technical Management
IT Operations Management
Application Management
Service OperationIf you are unsure of which ITIL Track is best for you, check out this link to the
TechRoots blog below,
OR
If you enjoyed the slide deck and want to learn more about ITIL Service
Operation take a look at this link,
OR
If you are looking for something that was not outlined here you can always view
our website here
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