Service Operation

Service OperationService Operation ProcessesService Operation ProcessesIntroductionThe purpose of Service Operation is to enable effectiveness and efficiency in delivery and support of IT services.The processes thatsupport this goal are:•   Event Management•   Incident Management•   Problem Management•   Request Fulfillment•   Access Management Incident  Management,  Request  Fulfillment  and  Access  Management  are primarily carried out by the Service Desk, with Event Management and Problem Management as primarily “back-of-house” processes.ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course

Service OperationIT Operations Management IT Operations ManagementIntroductionIT Operations Control is responsible for day-to-day tasks of Services offered.Purpose and RolesThe  purpose  of  IT  Operations  Management  is  to  be  responsible  for  the  daily operational activities needed to manage the IT infrastructure  defined during Service Design.IT Operations  Management  is subdivided  intoIT Operations  Control  and FacilitiesManagement:•   IT Operations Controlƒ    Responsible for day-to-day tasks, such as:ƒ    Maintaining stability of day-to-day processes and activitiesƒ             Providing  regular  scrutiny  and  recommendations   to  achieve  improved service at reduced costsƒ    Diagnosing and resolving IT operat…

Service OperationTechnical Management and Applications ManagementTechnical  Management  & Applications ManagementIntroductionTechnical  Management  provides  detailed  technical  skillsand resources  to support the technical infrastructure.Applications   Management   ensures   integration   of   the   application   management lifecycle.Purpose and Roles of Technical ManagementThe purpose  of Technical  Management  is to help plan, implement  and maintain  a stable technical infrastructure to support the organization’s business process.The roles of Technical Management:•              Provide detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure•   Custodian of technical knowledge and expertise•…

Service OperationService Desk  IntroductionA Service  Deskestablished  by the IT service  provider  serves as a single point of contact between the user and all IT service operations.Service Desk is one of the four functions within Service Operation.PurposeService Desk is not a process, it is a functional unit. It is the Single Point of Contact (SPOC) for the IT organization and handlesvarious types of calls. It handles all types of calls, which may be either reportedby a user or automatically generated by a tool.The Service  Deskuses the Configuration  Management  System  (CMS)  for logging and tracking calls. The CMS is a set of tools that supportsIT Service Management.The purpose of Service Desk is to support the agreed upon IT service provision by ensuring  the accessibility  and availability  of the IT organization  andby performing various supporting activities.Role and Objectives•  &nbs…

Service OperationService Operation Overview of FunctionsService  Operation  Overview of FunctionsIntroductionA function in ITIL® is a set of people/roles that perform relatedactivities. There are 4 functions in Service Operation.FunctionFunction  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.•           …

Service OperationFulfillment Access Management Problem Management Request FulfillmentIntroductionRequest  Fulfillment  helps  to process  requests  using  predefined  and  standardized approvals.Goals and ObjectivesThe  purpose  of Request  fulfilment  is the process  is managing  the lifecycle  of all service requests from the users.The objectives of the request fulfilment processare to:•              Maintain  user  and  customer  satisfaction  through  efficient  and  professional handling of all service requests•        &n bsp;     Provide  a channel  for  users  to request  and  receive  standard  services  for which a predefined authorization and qualification process exists•&n…

Service OperationEvent Management Incident Management Request Event ManagementIntroductionEvent Management is an important processin Service Operation lifecycle because it detects, records and updates past and currentevents for future reference.Event is defined as any detectable  or discernable  occurrence  thathas significance for  the  management  of  the  IT  infrastructure  or  the  delivery  of  IT  service  and evaluation of the impact a deviation might cause to the services may be considered an event.Purpose and ObjectivesThe purpose of Event Management  is to enable stability in IT services delivery and supportby monitoring all events that occur throughout the IT infrastructure,  to allow for “normal” Service Operation and to detect and escalate exceptions.The objectives  of Event  Management  areto detect  Events,  understand  them&nbs…

Service OperationDefinitionsIntroductionService Operation  covers a prominent  part of the service lifecycle. It contains very important  key terms that are essential  to understanding  howITIL® processes  and functions work.Key DefinitionsThere are several key definitions in Service Operations:•   Event: Detectable occurrence that arise from the IT infrastructure.•              Alert: A warning that a threshold has been exceeded or something significant has occurred in the IT infrastructure.•   Incident: An unplannedinterruption to an IT Service.•   Problem: The unknown root-cause of one or more Incidents.•              Workaround:  A  temporary  solution  to  a  problem  that  enables  the  user  to continue   using &nbs…

Service Operation  IntroductionOverviewThe Service Operation stage manages the Service providers’ performance.Purpose and ObjectivesService  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 de…

Service Operation IntroductionDefinitionsEvent ManagementIncident ManagementRequest Fulfillment Access Management Problem ManagementService Operation Overview of FunctionsService DeskTechnical Management and Applications ManagementIT Operations ManagementService Operation Processes ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course