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Oct 27

Examining Service Operation Functions: Technical Management

October 27th, 2011 by

Supplier and customer cycleThe Service Operation phase of the ITIL® Service Lifecycle ensures that customers and users are receiving services at the agreed upon levels.  Service Operation is also responsible for maintaining the applications, technology, and infrastructure that support service delivery.  To help Service Operation achieve its objectives, there are five processes (Incident Management, Problem Management, Event Management, Request Fulfillment and Access Management) and four main functions (the Service Desk, Technical Management, IT Operations Management and Application Management). All of these processes and functions come together to play an extremely pivotal role in Service Operation.[...] Read More

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Oct 25

Service Operation Processes: Problem Management

October 25th, 2011 by

Red Successful Arrow Overcoming CRISIS Word BarrierProblem Management is one of the processes that you have to understand in order to fully comprehend the Service Operation phase of the ITIL® Service Lifecycle. ITIL is a great framework for any IT department or organization, and the Problem Management process is a critical part of that structure. Problem Management refers to the management of all Problems throughout the Lifecycle, including the prevention of Problems and Incidents through proper operations and activities that promote an error-free environment.[...] Read More

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Oct 18

Event Management: Monitoring Events

October 18th, 2011 by

IT Service Management ConceptEvent Management monitors all the events that occur throughout an IT Infrastructure. This enables the system to determine the significance of each Event as well as conclude whether there is any predefined response to that Event.  An Event is defined as any visible and noticeable occurrence that has implications for the management of the IT infrastructure. This is provided by good monitoring and control systems, which are based on two types of tools:[...] Read More

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Oct 14

Technical Management: Providing Technical Expertise to the IT Sector

October 14th, 2011 by

Using Smart PhoneTechnical Management refers to the departments that provide technical expertise and skills as well as overall management for the IT infrastructure. This Service Operation function makes sure that the necessary skills and expertise are in position to design, build, transition, operate, and improve the IT services provided by the organization.  Technical Management is also responsible for implementing and maintaining a stable technical infrastructure.[...] Read More

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Oct 11

The Service Desk: Satisfying Customer’s Needs

October 11th, 2011 by

You are importantThe Service Desk in any IT organization is the primary point of contact for customers and users for Service Requests and some Requests for Change as well as when there is a service disruption. The Service Desk ensures that users and customers are receiving the information they need and are kept fully informed about the progress of their Request(s).  The main objective of the Service Desk is to deal with Service Events and interact with the public through different modes of communication such as telephone calls, the internet or some other form of web interface, and automatically reported Service Events.[...] Read More

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Oct 4

Understanding Request Fulfillment

October 4th, 2011 by

Vector illustration of realistic neon gears with wires and textRequest Fulfillment is the Service Operation process that deals with carrying out Service Requests. Many of these Service Requests are smaller, frequently occurring, low-risk, low-cost Changes. Examples of such Service Requests include a Request to change a password, a Request to access an IT service, or a Request to install an additional software application.  Users and customers can submit Service Requests through the Service Desk.[...] Read More

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