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Examining Service Operation Functions: IT Operations Management

Web Contact Us Icons On CubesThe 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.

This article will focus on the IT Operations Management function within Service Operation.

IT Operations Management handles the management and maintenance of the IT infrastructure.  This function ensures that the IT infrastructure is kept in optimal shape in order to deliver IT services at the agreed upon level to customers.  A major objective of IT Operations Management is maintaining the stability and consistency of the IT infrastructure and IT services.

This function consists of two parts: IT Operations Control and Facilities Management. IT Operations Control performs the routine operational activities needed to manage the infrastructure.  IT Operations Control also provides centralized supervision and control of the IT infrastructure. Facilities Management refers to the management of the physical IT environment, including data centers, computer rooms and recovery sites. Along with this responsibility, Facilities Management organizes all large-scale projects, such as the consolidation of data centers or servers.

To learn more about IT Operations Management, enroll in the ITIL V3 Service Operation course or the ITIL V3 Operational Support and Analysis course at Ashford Global IT!

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About this author:

Angel Prusinowski

Angel is a leading ITIL® instructor at Ashford Global IT.

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