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 businessusers and customers.
The objectives of Service Operationare:
• Handle day-to-day operation of Services.
• Coordinate and carry out the activities and process required to deliver and manage services.
• Responsible forthe ongoing management of the technology that is used to deliver and supportservices.
ITIL Service Operation describes the processes, functions, organization and tools usedto underpin the ongoingactivities required to deliver and support services.
• The services themselves
Activities that form part of a service are includedin 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 serviceoperation.
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.
Regardless of what services, processes andtechnology are managed, they are all about people.It is people who drive the demand for the organization’s services and productsand it is people who decide how this will be done.
Good communication is the basis of a successful, effective and efficient Service
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 theperformance 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.
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