Service Operation
Service Operation Overview of Functions
Service Operation
Overview
of Functions
Introduction
A function in ITIL® is a set of people/roles that perform related
activities. There are 4 functions in Service Operation.
Function
Function refers to the people
and
automated measures
that
execute a
defined process, an activity or a combination
of both. IT functions define the different
roles
and responsibilities required for the overall service delivery and support of IT services.
The functions in Service Operation are:
• Service Desk: A functional unit which is the single point of contact
(SPOC) for the IT organization. It handles all types of call, which can be either reported by
a user or automatically generated
by a tool.
• Technical
Management: Provides detailed
technical skills and resources
needed to support
the ongoing operation of the IT infrastructure.
Technical
Management may
also be responsible for
the daily operation of a subset of the IT infrastructure.
• IT Operations Management and Facilities Management:
i. IT operations
Management
is responsible
for the daily operational
activities needed to manage
the IT infrastructure. It overlaps
with the Technical and Application Management functions.
ii. Facilities Management refers
to
the management of the physical IT
environment, usually data centers
or computer rooms.
• Application Management:
This
function is
responsible for
managing applications throughout their lifecycle. It supports and maintains operational
applications, and plays a role in the design, testing and improvement of applications.
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