The ITIL Service Operation ensures that IT services like fulfilling the user requests, carrying out the daily operational activities, resolving or fixing the service problems, are taken into account and delivered in an effective way.
The Service Operation includes different phases, namely :
- Service Desk
- Incident Management
- Event Management
- Request Fulfillment
- Access Management
- Problem Management
- Technical Management
- IT Operations Management
- Application Management
SERVICE DESK
The objective of the Service Desk includes :
- To serve as FIRST Point of Contact (FPOC)
- Play a vital role in achieving Customer Satisfaction
- First Level Fix (FLF) and First Level Diagnosis (FLD)
- To coordinate the activities between End User and IT Service Provision Teams
- To OWN the Logged Request and ensure the Closure.
- Escalate as appropriate
- To support other IT Provision Activities on need basis
Types of Service Desk :
- Central Service Desk
- Local or Distributed Local Service Desk
- Virtual Service Desk
- The Sun Model
- Specialized Service Desk
INCIDENT MANAGEMENT
The objective of the Incident Management includes :
- To restore the Normal service operation as fast as possible for the process continuation
- To keep the track and log of the incidents wherever applicable
- To deal with all incidents consistently
- To assist Problem Management team as required
- To assist Service Desk for any kind of RFCs
Activities :
- Incident Management Support
- Incident Categorization
- Immediate resolution of the Incident by 1st Level Support
- Incident Resolution by 2nd Level Support
- Handling of the Major Incidents taking place
- Incident Monitoring
- Incident Management Reporting
EVENT HANDLING
The objective of the Event Handling includes :
- Detect Events, Analyze them and take the appropriate action
- Monitor, Record and filter the relevant events
- To do trend Analysis as a part of Proactive Measure
- Contributes to maintain SLAs.
REQUEST FULFILLEMENT
The objective of the Request Fulfillment includes :
- To communicate the information regarding existing Standard services and the procedures
- To provide channel and mechanism for users to avail the standard IT services
- To provide the standard services to users
Activities :
- Request Fulfillment Support
- Request Log and Categorization
- Request Model Execution
- Request Monitoring
- Request Closure and Evaluation
ACCESS MANAGEMENT
The objective of the Access Management includes :
- Granting authorized users the access to their Required services
- Ensure that the Right level of access is provided
- To revoke the access after getting approvals
- To prevent the non-authorized access
PROBLEM MANAGEMENT
The objective of the Problem Management includes :
- To ensure that problems are identified and resolved
- To eliminate incidents taking place continuously
- To minimize the impact of the incidents or problems that cannot be prevented
IT OPERATIONS MANAGEMENT
The objective of the IT Operations Management includes :
The objective of the IT Operations Management includes :
- Ensure the Infrastructure Stability by performing basic level jobs
- Support day to day operational activities
- To improve overall operational performance and saving costs
- Initial level diagnosis of operational incidents
Activities :
- Backup and Restore jobs, Tape Management
- On call (telephone) or Remote Control resolution
- Facilities Management (e.g. Printer management)
- Basic H/W and S/W installations/configurations
TECHNICAL MANAGEMENT
The objective of the Technical Management includes :
- Design of efficient, resilient and cost-effective IT Infrastructure for the organization
- Maintain Technical Knowledge and Expertise as required to manage this IT Infrastructure
- Availability of actual technical resources during failure
- To provide all the necessary technical resources for complete lifecycle
Activities :
- Manage the complete lifecycle of Organization's IT Infrastructure
- Constantly update Technical expertise
APPLICATION MANAGEMENT
The objective of the IT Operations Management includes :
- Identify the requirement of Applications
- Design efficient, resilient and cost effective applications for managing IT Infrastructure
- To ensure security of the applications
- Maintain day-to-day activities operational applications
- Provide support during Application Failures
- Efficiently improving the functionality of applications as per organization’s needs
Activities :
- Manage applications throughout their lifecycle
- Assist Design, Build, Test and implement applications
- Maintain knowledge and expertise for Managing the applications
- Make Application resources available whenever required
Conclusion: Thus, each and every custom and software development company should implement the service operation and perform necessary activities, taking into consideration the objectives, to reach the best possible outcome. This will ease up the workflow of an IT organization with the effective and efficient outcomes and maintain the positive customer relationship.
References :
http://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation
