Service Operation Service Operation Overview of Functions in ITIL - ITIL Course

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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