ITIL Service Operation: Difference between revisions

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<seo metakeywords="service operation, itil service operation, itil service operations, service operations, itil v3 service operation, service operation processes" metadescription="The ITIL Process Map V3 video shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes." />
<seo metakeywords="service operation, itil service operation, itil service operations, service operations, itil v3 service operation, service operation processes" metadescription="ITIL Service Operation: Definition - Processes - Additional information on Service Operation: ITIL Roles, Checklists, KPIs..." />
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== ITIL Service Operation: Overview ==
== ITIL Service Operation ==


'''Process Objective''': To make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
The objective of ''ITIL Service Operation'' is to make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.


'''Part of''': [[ITIL Processes#ITIL Processes according to ITIL Version 3 (ITIL V3)|IT Service Management]]
'''Part of''': [[ITIL Processes#ITIL Processes according to ITIL Version 3 (ITIL V3)|IT Service Management]]


<p>&nbsp;</p>


== Processes of ITIL Service Operation ==
== Processes: ITIL Service Operation ==


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Image:Overview_service_operation_itilv3.jpg||left|ITIL Service Operation - Click on a process for more details|444px|thumb
Image:Overview_service_operation_itilv3.jpg||left|ITIL Service Operation - Click on a process for more details|434px|thumb|alt=ITIL Service Transition
rect 21 26 121 95 [[Request Fulfilment|Request Fulfilment - Service Operation]]
rect 17 85 118 154 [[Request Fulfilment|Request Fulfilment - Service Operation]]
rect 176 26 277 96 [[Access Management|Access Management - Service Operation]]
rect 159 86 259 156 [[Access Management|Access Management - Service Operation]]
rect 21 131 121 201 [[Event Management|Event Management - Service Operation]]
rect 17 191 119 260 [[Event Management|Event Management - Service Operation]]
rect 176 182 277 253 [[Incident Management|Incident Management - Service Operation]]
rect 159 242 259 312 [[Incident Management|Incident Management - Service Operation]]
rect 309 234 409 303 [[Problem Management|Problem Management - Service Operation]]
rect 285 293 386 364 [[Problem Management|Problem Management - Service Operation]]
rect 176 340 277 410 [[IT Operations Management|IT Operations Management - Service Operation]]
rect 160 418 258 488 [[IT Operations Management|IT Operations Management - Service Operation]]
rect 177 426 277 496 [[IT Facilities Management|IT Facilities Management - Service Operation]]
rect 158 500 260 569 [[IT Facilities Management|IT Facilities Management - Service Operation]]
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The following processes are part of the ITIL V3 core discipline [[ITIL V3 Service Operation|Service Operation]]:  
The following processes are part of the ITIL discipline [[ITIL V3 Service Operation|Service Operation]]:  


<p>&nbsp;</p>


;[[Event Management]]
;[[Event Management]]
:Process Objective: To filter and categorize Events and to decide on appropriate actions. Event Management is one of the main activities of Service Operations.
:Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.


;[[Incident Management]]
;[[Incident Management]]
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;[[Request Fulfilment]]
;[[Request Fulfilment]]
:Process Objective: To fulfil Service Requests, which in most cases are  minor (standard) Changes (e.g. requests to change a  password) or requests for information.
:Process Objective: To fulfill Service Requests, which in most cases are  minor (standard) Changes (e.g. requests to change a  password) or requests for information.


;[[Access Management]]
;[[Access Management]]
:Process Objective: To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially executes policies defined in IT Security Management. Access Management is sometimes also referred to as Rights Management or Identity Management.
:Process Objective: To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in Information Security Management. Access Management is sometimes also referred to as Rights Management or Identity Management.


;[[Problem Management]]
;[[Problem Management]]
:Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimise the impact of incidents that cannot be prevented. Proactive Problem Management analyses Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.
:Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.


;[[IT Operations Management]]
;[[IT Operations Management]]
:Process Objective: To monitor and control the IT services and IT infrastructure. The process IT Operations Management 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.
:Process Objective: To monitor and control the IT services and infrastructure. The process IT Operations Management 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.


;[[IT Facilities Management]]
;[[IT Facilities Management]]
:Process Objective: To manage the physical environment where the IT  infrastructure is located. Facilities Management  includes all aspects of managing the physical  environment, for example power and cooling, building  access management, and environmental monitoring.
:Process Objective: To manage the physical environment where the IT  infrastructure is located. Facilities Management  includes all aspects of managing the physical  environment, for example power and cooling, building  access management, and environmental monitoring.


;[[ITIL Technical Management|Technical Management]]
:Technical Management provides technical expertise and support for the management of the IT infrastructure.
<p>&nbsp;</p>


===== Overview Service Operation - Downloads =====
== Additional Information on Service Operation ==


Use the following links to open the process overview of Service Operation showing the most important interfaces:
* [[ITIL KPIs Service Operation|KPIs for Service Operation]]
* [[ITIL-Checklists#Checklists ITIL V3 Service Operation|Checklists for Service Operation]]
* [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|ITIL Roles within Service Operation]]


* [[Media:Service-operation.jpg|Service Operation (.JPG)]]
<p>&nbsp;</p>
* [https://wiki.en.it-processmaps.com/images/pdf/service-operation-itil-v3.pdf Service Operation (.PDF)]''


== Downloads ==


== Additional Information on Service Operation==
==== Overview Service Operation ====


* [[ITIL KPIs Service Operation|KPIs for Service Operation]]
{|
* [[ITIL-Checklists#Checklists ITIL V3 Service Operation|Checklists for Service Operation]]
| valign="top" |
* [[Roles within ITIL V3#ITIL V3 roles and boards within Service Operation|ITIL Roles within Service Operation]]
Use the following links to open the process overview of Service Operation showing the most important interfaces:


* [[Media:Service-operation.jpg|Service Operation (.JPG)]]
* [https://wiki.en.it-processmaps.com/images/pdf/service-operation-itil-v3.pdf Service Operation (.PDF)]''
| valign="top" |
[[Image:Service-operation.jpg|thumb|175px|left|none|alt=Service Operation ITIL|The ITIL discipline Service Operation at a glance]]
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|}


== Demo ITIL Process Map V3: Service Operation ==


== Demo ITIL Process Map V3: Service Operation ==
The [https://en.it-processmaps.com/products/demo-itil-process-map.html ITIL Process Map V3 video] shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the
The [https://en.it-processmaps.com/products/demo-itil-process-map.html ITIL Process Map V3 video] shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the


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<i><small>[[Main Page|Home]] > [[ITIL Processes]] > [[ITIL V3 Service Operation|Service Operation]]</small></i>


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[[Category:ITIL V3]][[Category:ITIL discipline]][[Category:ITIL process|4]][[Category:Service Operation|!]]
[[Category:ITIL V3]][[Category:ITIL discipline]][[Category:ITIL process|4]][[Category:Service Operation|!]]
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Revision as of 16:01, 1 October 2011

<seo metakeywords="service operation, itil service operation, itil service operations, service operations, itil v3 service operation, service operation processes" metadescription="ITIL Service Operation: Definition - Processes - Additional information on Service Operation: ITIL Roles, Checklists, KPIs..." />

DE - ES - Service Operationdiese Seite auf Deutschesta página en español
DE - ES - Service Operation



ITIL Service Operation

The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Part of: IT Service Management

 

Processes: ITIL Service Operation

ITIL Service TransitionRequest Fulfilment - Service OperationAccess Management - Service OperationEvent Management - Service OperationIncident Management - Service OperationProblem Management - Service OperationIT Operations Management - Service OperationIT Facilities Management - Service Operation
ITIL Service Operation - Click on a process for more details

The following processes are part of the ITIL discipline Service Operation:

 

Event Management
Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.
Incident Management
Process Objective: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.
Request Fulfilment
Process Objective: To fulfill Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.
Access Management
Process Objective: To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially execute policies defined in Information Security Management. Access Management is sometimes also referred to as Rights Management or Identity Management.
Problem Management
Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Proactive Problem Management analyzes Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.
IT Operations Management
Process Objective: To monitor and control the IT services and infrastructure. The process IT Operations Management 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.
IT Facilities Management
Process Objective: To manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring.
Technical Management
Technical Management provides technical expertise and support for the management of the IT infrastructure.

 

Additional Information on Service Operation

 

Downloads

Overview Service Operation

Use the following links to open the process overview of Service Operation showing the most important interfaces:

Service Operation ITIL
The ITIL discipline Service Operation at a glance

Demo ITIL Process Map V3: Service Operation

The ITIL Process Map V3 video shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the

  • high-level view of the ITIL V3 Service Lifecycle (Level 0)
  • overview of the Service Operation process (Level 1)
  • overview of the Incident Management process (Level 2)
  • detailed process flow for the process "Incident Resolution by 1st Level Support" (Level 3)
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