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Service Operation Functions – Technical Management

Vector customer service concept. Call center.Technical Management is the Service Operation function that handles the departments, teams, or groups in an organization. These groups provide management for the IT infrastructure through their technical expertise. This function, like others in the ITIL® Service Lifecycle, has a dual function. Technical Management is the holder of technical expertise and knowledge, ensuring that the knowledge is identified and refined as it is required for designing, testing, managing and improving the IT services of the organization. This function also operates to provide resources in support of the Service Lifecycle, which guarantees that everything related to technical information is properly delivered and in support of IT services.

Technical Management assures that an organization has access to the right people to manage technology in accordance with business objectives that have been put into place. The role is to create a balance between skills, utilization, and resource costs, so that the most effective people and practices are in place. The goal of Technical Management is to implement, plan, and maintain a stable infrastructure at the technical level in order to support the business processes of the organization.

There are two basic activity types that Technical Management is involved with:

  • Generic Activities: General activities that help the organization as a whole and allow the function to support and execute its own role within the organization
  • Specific Activities: Activities that are specifically performed by Technical Management, Application Management, and IT Operations Management.

Understanding how Technical Management works and how it inter-relates with other areas of the Service Lifecycle to develop and support IT Service Management is critical to creating an effective and successful ITIL framework within a business or organization.

The goal of ITIL training is to work with the business as a whole instead of trying to create one area of effective process improvement at a time. This is why ITIL is so successful. Technical Management is just one part of the ITIL framework, but it has its own place within the Lifecycle and cannot be overlooked. Technology performance, Technical Management metrics, and other elements are all required to ensure that things are operating as effectively as they should be. The maintenance and utilization of tools and skills in Technical Management require a quality interface and the best human resources available.

To learn more about how Technical Management can improve your IT operations, contact Ashford Global IT today!

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Mary is a leading trainer in Microsoft® and Business Applications.

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