Service Operation

manager Wed, 09/03/2014 - 16:38

Term/Theory

Definition/Point

Service Operation

Day-to-day work for the service

Purpose

Primary purpose is deliver/support is services at agreed levels effectiveness/efficiency, providing value to stakeholder.

Objectives
  • Support the delivery of IT Services
  • Monitor performance and assess IT Services
  • Manage the people, processes, and technology that deliver and support IT Services

Scope
  • The Services Themselves
  • Service Management Processes
  • Technology
  • People

Value to Business

Where processes/activities are executed/delivered/assessed by customers.

Functions

Four main functions:

  1. Service Desk – Single Point of Contact (SPOC) for users when service disruption, service requests, or some RFC’s.
  2. Technical Mgmt – detailed tech skills to support ongoing operation (key role in design/testing/release/improvement of it services).
  3. Operations Control – responsibility for daily operational activities to manage IT infrastructure; breaks down into IT ops control & IT facilities Mgmt.
  4. Application Mgmt – detailed tech skills/resources to manage apps through SDLC.

Required consistent accountability/responsibility via role definition.