The ITIL V3 Service Operation Core Text
Service Operation delivers on the commitments identified during the Service Strategy and Service Design phases of the Service Lifecycle.
Service Operation achieves this by ensuring that the people, processes, tools and technology that deliver IT Services are all working to the same set of objectives.
Service Operation identifies how to link operational activities for the bebefit of the organization, and how to harness IT Infrastructure and IT Service management for optimum service quality and value.
Service Operation is not just about managing IT services or managing the infrastructure.
It is about achieving a delicate balance between:-
- Technology and the Business
- Cost and Quality
- Proactive and Reactive Service activities
Finding this delicate balance results in a more stable environment, which is able to anticipate and respond to changes.
The ability to monitor and decipher the continuous flow of information about the status of service components is key.
Formal Event Management detects changes in service performance and the underpinning Infrastructure.
Exceptions are resolved quickly and effectively through Incident and Problem Management, while established customer requirements are met through Request Fulfilment and Access
management.
Service Operation also recognizes that processes alone do not guarantee a quality service.
It clarifies a number of issues related to the people who manage Service Operation.
It recognizes the role of the Service Desk as a key link between the business and IT at an
operational level, especially in restoring disrupted services and in providing an entry point for
accessing new or changed services.
In addition, Service Operation also specifies three new functions critical for executing process activities and managing service components.
These are:-
• Technical Management which is the provider of expertise related to all service components. Technical Management manages the infrastructure from architecture and Design through Service Transition into Service Operation.
• Applications Management which plays a similar role for software applications. Of particular importance is how this function interfaces with Application Development teams throughout the Software Management Lifecycle.
• IT Operations Management which may be performed by the previous two functions, but is often centralized into a dedicated unit. This function executes routine activities, and monitors and controls the health of the infrastructure.
