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Examining Service Operation Functions: Technical Management

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.

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

Technical Management includes all the individuals who provide technical expertise and assist in the management of the IT infrastructure. This function helps in the planning, implementation and maintenance of a stable technical infrastructure. Technical Management also ensures that all the necessary resources and skills are available for the design, creation, transition, operation and improvement of IT services and any supporting technology.

Technical Management identifies the knowledge and expertise necessary to manage the infrastructure and deliver services.  After detailing the skills that are present in the organization and the skills that need to be refined, Technical Management will introduce training programs to develop the skills of users, Service Desk personnel, and other business groups.  Other activities include actively contributing to Service Design, Service Transition and Continual Service Improvement projects that the company initiates and supporting Service Management processes. In addition, this function plays a critical role in the Incident Management and Problem Management processes as technical knowledge and skills are needed to diagnose and resolve Incidents and Problems.  Assisting with the management of contracts and vendors also falls within the responsibility of Technical Management.

To learn about all the benefits Technical Management can bring to your company, 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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