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
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 publications present IT Operations Control as a "function".
Note: In ITIL V3 2007, IT Operations Control activities were covered in the process "IT Operations Management".
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 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: Accountable according to the RACI Model: Those who are ultimately accountable for the correct and thorough completion of the IT Operations Control process.
 R: Responsible according to the RACI Model: Those who do the work to achieve a task within IT Operations Control.