Service Operation
Introduction
Overview
The Service Operation stage manages the Service providers’ performance.
Purpose and Objectives
Service Operation provides improvement activities
as well as
supports
all
other lifecycles on a day-to-day basis.
The purpose of the service operation stage of the service lifecycle is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business
users and customers.
The objectives of Service Operation
are:
• Handle day-to-day operation of Services.
• Coordinate and carry out the activities
and process required
to deliver and manage services.
• Responsible for
the ongoing management of the technology
that is used to deliver and support
services.
Scope
ITIL Service
Operation describes the processes, functions,
organization and tools used
to underpin the ongoing
activities required to deliver and support services.
This includes:
• The services themselves
Activities that form part of a service are included
in service operation, whether it is performed by the service
provider, an external supplier
or the user or customer of that service.
• Service management processes
The ongoing management and execution
of the many service management processes that are performed in service operation. Even though a number of ITIL processes (such as change and capacity management) originate at the service design or service transition stage of the service lifecycle, they are in use continually in service
operation.
• Technology
All services require some form of
technology to deliver them. Managing this technology is not a separate issue, but an integral part of the management of the services themselves.
• People
Regardless of what services, processes and
technology are managed, they are all about people.
It is people who drive the demand for the organization’s services and products
and it is people who decide how this will be done.
Communication
Good communication
is the basis of a successful,
effective and
efficient Service
Operation lifecycle.
Communications with the following bodies are vital:
• Communication with customers/end users
• Communication with Continual Service Improvement
• Communication with suppliers
• Communication with other Service Management process
Value to Business
The Service Operation lifecycle is the stage where the services are actually delivered.
Hence the
performance of the Service
Operation is vital to the success
of the IT organization
or
service provider.
Customers
see
the
actual value
in
the
Service Operation.
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course
