ITIL Service Operation: Difference between revisions
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'''<span id="ITIL Service Operation definition">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The objective of <i>ITIL Service Operation</i> is to make sure that IT services are delivered effectively and efficiently. The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.</span></p> | '''<span id="ITIL Service Operation definition">Objective:</span>''' <html><span id="md-webpage-description" itemprop="description">The objective of <i>ITIL Service Operation</i> is to make sure that IT services are delivered effectively and efficiently. The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.</span></p> | ||
<p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes# | <p><b>Part of</b>: <a href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_V3" title="ITIL Processes">IT Service Management | ITIL processes</a></html> | ||
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==Processes: ITIL Service Operation== | ==Processes: ITIL Service Operation== | ||
Service Operation carries out operational tasks. | |||
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Image:Service-operation-itil.jpg||right|[[#Processes:_ITIL_Service_Operation|ITIL Service Operation]] | Image:Service-operation-itil.jpg||right|Fig. 1: [[#Processes:_ITIL_Service_Operation|ITIL Service Operation]]|458px|thumb|alt=Service Operation ITIL | ||
rect | rect 48 166 172 248 [[Request Fulfilment|Request Fulfilment - Service Operation]] | ||
rect | rect 361 165 486 251 [[Access Management|Access Management - Service Operation]] | ||
rect | rect 51 323 172 404 [[Event Management|Event Management - Service Operation]] | ||
rect | rect 220 321 342 404 [[Incident Management|Incident Management - Service Operation]] | ||
rect | rect 363 428 483 511 [[Problem Management|Problem Management - Service Operation]] | ||
rect | rect 73 495 193 578 [[IT Facilities Management|Facilities Management - Service Operation]] | ||
rect | rect 73 602 195 688 [[IT Operations Control|IT Operations Control - Service Operation]] | ||
rect | rect 121 733 240 819 [[ITIL Application Management|Application Management - Service Operation]] | ||
rect | rect 320 736 440 820 [[ITIL Technical Management|Technical Management - Service Operation]] | ||
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<html><div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation#Processes:_ITIL_Service_Operation" itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList --> | |||
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<p><span itemprop="name" content="Service Operation main processes | <p><span itemprop="name" content="Service Operation main processes">The ITIL service lifecycle stage of <strong class="selflink">Service Operation</strong> (<a href="https://wiki.en.it-processmaps.com/images/9/96/Service-operation-itil.jpg" title="ITIL Service Operation">see fig. 1</a>) includes the following <strong>main processes</strong></span></span>: | ||
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<p> </p> | <p> </p> | ||
<dl><dt><a href="/index.php/Event_Management" title="Event Management" itemprop="itemListElement">Event Management</a> | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Event_Management" title="Event Management" itemprop="itemListElement">Event Management</a> | |||
</dt><dd itemprop="description">Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions. | </dt><dd itemprop="description">Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions. | ||
</dd></dl> | </dd></dl></div> | ||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/Incident_Management" title="Incident Management" itemprop="itemListElement">Incident Management</a> | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Incident_Management" title="Incident Management" itemprop="itemListElement">Incident Management</a> | |||
</dt><dd itemprop="description">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. | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/Request_Fulfilment" title="Request Fulfilment" itemprop="itemListElement">Request Fulfilment</a> | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment" title="Request Fulfilment" itemprop="itemListElement">Request Fulfilment</a> | |||
</dt><dd itemprop="description">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. | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/Access_Management" title="Access Management" itemprop="itemListElement">Access Management</a> | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Access_Management" title="Access Management" itemprop="itemListElement">Access Management</a> | |||
</dt><dd itemprop="description">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. | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/Problem_Management" title="Problem Management" itemprop="itemListElement">Problem Management</a> | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/Problem_Management" title="Problem Management" itemprop="itemListElement">Problem Management</a> | |||
</dt><dd itemprop="description">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. | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/IT_Operations_Control" title=" | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/IT_Operations_Control" title="IT Operations Control" itemprop="itemListElement">IT Operations Control</a> | |||
</dt><dd itemprop="description">Process Objective: To monitor and control the IT services and their underlying infrastructure. The process IT Operations Control 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. | </dt><dd itemprop="description">Process Objective: To monitor and control the IT services and their underlying infrastructure. The process IT Operations Control 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. | ||
</dd></dl> | </dd></dl></div> | ||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/IT_Facilities_Management" title="ITIL Facilities Management" itemprop="itemListElement">Facilities Management</a> | |||
<div itemid="https://wiki.en.it-processmaps.com/index.php/IT_Facilities_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | |||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/IT_Facilities_Management" title="ITIL Facilities Management" itemprop="itemListElement">Facilities Management</a> | |||
</dt><dd itemprop="description">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. | </dt><dd itemprop="description">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. | ||
</dd></dl> | </dd></dl></div> | ||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/ITIL_Application_Management" title="ITIL Application Management" itemprop="itemListElement">Application Management</a> | |||
</dt><dd itemprop="description"> Application Management is responsible for managing applications throughout their lifecycle. | <div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Application_Management" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | ||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Application_Management" title="ITIL Application Management" itemprop="itemListElement">Application Management</a> | |||
</dt><dd itemprop="description">Process Objective: Application Management is responsible for managing applications throughout their lifecycle. | |||
</dd></dl></div> | |||
<p><br /> | <p><br /> | ||
</p> | </p> | ||
<dl><dt><a href="/index.php/ITIL_Technical_Management" title="ITIL Technical Management" itemprop="itemListElement">Technical Management</a> | |||
</dt><dd itemprop="description">Technical Management provides technical expertise and support for the management of the IT infrastructure. | <div itemid="https://wiki.en.it-processmaps.com/index.php/ITIL_Technical_Managementt" itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem" > | ||
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<dl><dt itemprop="name"><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Technical_Management" title="ITIL Technical Management" itemprop="itemListElement">Technical Management</a> | |||
</dt><dd itemprop="description">Process Objective: Technical Management provides technical expertise and support for the management of the IT infrastructure. | |||
</dd></dl></div> | |||
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Revision as of 18:04, 21 September 2019
Objective: The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently. The Service Operation lifecycle stage includes the fulfilling of user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
Part of: IT Service Management | ITIL processes
Processes: ITIL Service Operation
Service Operation carries out operational tasks.
The ITIL service lifecycle stage of Service Operation (see fig. 1) includes the following main processes:
- 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 Control
- Process Objective: To monitor and control the IT services and their underlying infrastructure. The process IT Operations Control 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.
- 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.
- Application Management
- Process Objective: Application Management is responsible for managing applications throughout their lifecycle.
- Technical Management
- Process Objective: Technical Management provides technical expertise and support for the management of the IT infrastructure.
KPIs | Templates | Roles
- KPIs for Service Operation
- Service Operation templates and checklists
- ITIL roles within Service Operation
Downloads
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Use the following links to open the process overview of Service Operation showing the most important interfaces: |
 |
Demo Service Operation: ITIL Process Map
The ITIL Process Map 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 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)
Notes
By: Stefan Kempter 
, IT Process Maps.
Event Management › Incident Mgmt. › Request Fulfilment › Access Mgmt. › Problem Mgmt. › [...]
