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Overview of Service Operation

Service Operation coordinates and carries out activities and processes that are required to deliver and manage services at agreed levels to business users and customers. The processes and functions in Service Operation ensure that the services are delivered to customers and users in an efficient manner.

Some of the key processes and functions within the Service Operation phase of the Service Lifecycle are listed below:

  • Event Management – The Event Management process is used to monitor any Event that takes place within service operations. The main focus of this process is to quickly identify any issues and classify them as normal or critical.
  • Request Fulfillment – This process responds to the needs of the users in the organization. These Requests can be for additional information, guidance or access to an IT service.
  • Incident Management – Incident Management is concerned with the complete Lifecycle of an Incident. The main aim of this process is to restore an IT service to users as soon as possible after an interruption has occurred.
  • Problem Management – The Problem Management process is focused on preventing any Problems and resulting Incidents from occurring and minimizing the effects of any Incidents that cannot be prevented. Problem Management is responsible for investigating and diagnosing Problems as well as determining the resolution and ensuring the solution is implemented.
  • Access Management – The role of the Access Management process is to grant access rights to a service or group of services while preventing access to non-authorized users. The aim within this process is to maintain the confidentiality, availability and integrity of the data and intellectual property within an organization.
  • Service Desk – The function of the Service Desk is to maintain a single point of contact for all the users within an organization. Service Desk personnel are responsible for addressing Incidents, Service Requests and Access Requests.
  • Technical Management – Technical Management provides the technical skills and resources essential to support the ongoing operation of the IT infrastructure. This function is responsible for planning, implementing and maintaining the IT infrastructure while ensuring that the resources and technical expertise are readily available.
  • Application Management – Application Management is quite similar to Technical Management; however, the focus is on software applications instead of the IT infrastructure.  This function is also in charge of designing, testing, and improving the applications that are part of the IT services.
  • IT Operations Management – IT Operations Management performs continuous operational activities.  This function controls and maintains the IT infrastructure in order to deliver the services as per the SLA.

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