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 relatedactivities. 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 differentroles 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 bya user or automatically generatedby a tool.
• Technical Management: Provides detailed technical skills and resources needed to supportthe ongoing operation of the IT infrastructure. Technical Management mayalso be responsible forthe 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 centersor 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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