IT Operations Control

From IT Process Wiki

DE - IT Operations Control
DE - IT Operations Control

Objective: IT Operations Control aims to monitor and control the IT services and their underlying infrastructure. This ITIL process executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.

Part of: Service Operation

Process Owner: IT Operations Manager


Process Description

IT Operations Control ITIL
ITIL IT Operations Control (.pdf)

ITIL does not provide a detailed explanation of all aspects of IT Operations, as the activities to be carried out will depend on the specific applications and infrastructure components in use.

Rather, ITIL 2011 highlights common operational activities and assists in identifying important interfaces with other Service Management processes. The process overview (fig. 1) shows the key information flows.

The official ITIL V3 publications present IT Operations Control as a "function".


No sub-processes are specified for IT Operations Control.


Roles | Responsibilities

IT Operations Manager - Process Owner

  • An IT Operations Manager will be needed to take overall responsibility for a number of Service Operation activities. For instance, this role will ensure that all day-to-day operational activities are carried out in a timely and reliable way.

IT Operator

  • IT Operators are the staff who perform the day-to-day operational activities. Typical responsibilities include: Performing backups, ensuring that scheduled jobs are performed, installing standard equipment in the data center.


Responsibility Matrix: IT Operations Control
ITIL Role / Sub-Process IT Operations Manager IT-Operator
IT Operations Control
(no sub-processes specified)
A[1] R[2]


[1] A: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the IT Operations Control process.

[2] R: Responsible according to the RACI Model: Those who do the work to achieve a task within IT Operations Control.


By:  Stefan Kempter , IT Process Maps.


Process Description  › Sub-Processes  › Roles