An Intro ToService

Operations

ITIL

P R E S E N T I N G

B Y , P H O E N I X T S

What is ITIL Service Operation? 

Who does Service Operation impact?

How are fundamental functions of Service Operation carried out? 

Service OperationThis Slide Deck will go over:

Service Operation

Service Operation is a critical phase of the ITSM life cycle.

Well­planned and well­implemented processes will not provide a

successful outcome if the day­to­day operation of those processes are

not properly conducted, controlled and managed.

Service improvements will not be possible if day­to­day activities to

monitor performance, assess metrics and gather operational data are

not systematically conducted during Service Operation.

Quick Overview

Service OperationScope of Service Operation

ITIL Service Operation describes the processes, functions, organization and tools

used to underpin the ongoing activities required to deliver and support services.

 

                                                                       The scope of Service Operation

                                                                        includes:

                                                                          The Services                                                                          Service Management Processes                                                                          Technology                                                                          People

Service OperationScope of Service Operation

Service OperationScope of Service Operation

Service OperationBusiness Value

Now that we know the Scope of Service Operation, why should we care about it? 

Service Operation can:

1 ­ Reduce unplanned labor and costs for both the business and IT

2 ­ Reduce the duration and frequency of service outages

3 ­ Provide operational results and data 

4 ­ Meet the goals and objectives of the organization's security policy 

5 ­ Provide quick and effective access to standard services

6 ­ Provide a basis for automated operations 

Service OperationFundamentals

The fundamental aspects of Service Operation are:

1. Provide business value through service

                        Service operation should focus on overcoming challenges such as:

                                   It is easy to quantify the costs of a project but difficult to      

                                   quantify what the service will cost after three years. 

2. Optimize Service Operation Performance 

                        Service Operation is optimized in two ways: 

                             1. Long­term incremental improvement 

                                      ­ Based on evaluating performance and of all Service

                                        Operation processes, function and outputs over time.

                             2. Short­term ongoing improvement 

                                      ­ Improvements made within the processes, functions

                                        and technologies. 

Service OperationFundamentals

The fundamental aspects of Service Operation are:

3. Processes Within Service Operation:

         Event Management

         Incident Management   

         Problem Management 

         Request Fulfillment

         Access Management 

4. Functions Within Service Operation: 

         Service Desk 

         Technical Management 

         IT Operations Management 

         Application Management 

Service OperationIf you are unsure of which ITIL Track is best for you, check out this link to the

TechRoots blog below,

OR

If you enjoyed the slide deck and want to learn more about ITIL Service

Operation take a look at this link,

OR

If you are looking for something that was not outlined here you can always view

our website here