ITIL Service Operation: Difference between revisions

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<itpmch><title>ITIL Service Operation | IT Process Wiki</title>
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<p>&nbsp;</p>


== ITIL Service Operation ==
'''<span id="ITIL Service Operation definition">Objective:</span>''' <html><span itemprop="description">The objective of <i><span itemprop="name Headline">ITIL <span itemprop="alternativeHeadline">Service Operation</span></span></i> 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.</span></p>
<p><b>Part of</b>: <a itemprop="isPartOf" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Processes#ITIL_Processes_according_to_ITIL_2011" title="ITIL Processes">IT Service Management | ITIL 2011 processes</a></html>


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.
<p>&nbsp;</p>


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


<p>&nbsp;</p>
==Processes: ITIL Service Operation==
 
== Processes: ITIL Service Operation ==


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Image:Service-operation-itil.jpg||left|ITIL Service Operation - Click on a process for more details|458px|thumb|alt=Service Operation ITIL
Image:Service-operation-itil.jpg||right|[[#Processes:_ITIL_Service_Operation|ITIL Service Operation]] - Click on a process for more details|458px|thumb|alt=Service Operation ITIL
rect 37 132 138 202 [[Request Fulfilment|Request Fulfilment - Service Operation]]
rect 37 132 138 202 [[Request Fulfilment|Request Fulfilment - Service Operation]]
rect 296 136 397 203 [[Access Management|Access Management - Service Operation]]
rect 296 136 397 203 [[Access Management|Access Management - Service Operation]]
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As per '''ITIL 2011''', the following processes are part of the ITIL stage [[ITIL V3 Service Operation|Service Operation]]:
Service Operation carries out operational tasks.


<html><div itemscope="itemscope" itemtype="https://schema.org/ItemList"><!-- define schema.org/ItemList -->
<meta itemprop="itemListOrder" content="Ascending" />
<p><span itemprop="name" content="Service Operation main processes:">As per ITIL 2011, the following <strong>main processes</strong> are part of the ITIL stage <strong class="selflink">Service Operation</strong>:</span>
</p>
<p>&#160;</p>
<dl><dt><a href="/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.
</dd></dl>
<p><br />
</p>
<dl><dt><a href="/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.
</dd></dl>
<p><br />
</p>
<dl><dt><a href="/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.
</dd></dl>
<p><br />
</p>
<dl><dt><a href="/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.
</dd></dl>
<p><br />
</p>
<dl><dt><a href="/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.
</dd></dl>
<p><br />
</p>
<dl><dt><a href="/index.php/IT_Operations_Control" title="ITIL 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.
</dd></dl>
<p><br />
</p>
<dl><dt><a href="/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.
</dd></dl>
<p><br />
</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.
</dd></dl>
<p><br />
</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.
</dd></dl>
</div><!-- end of schema.org/ItemList --><p></html>
<p>&nbsp;</p>
<p>&nbsp;</p>


;[[Event Management]]
==<span id="Additional_Information_on_Service_Operation">KPIs | Templates | Roles</span>==
: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.
 
;[[IT Facilities Management|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.
 
;[[ITIL Application Management|Application Management]]
: Application Management is responsible for managing applications throughout their lifecycle.
 
;[[ITIL Technical Management|Technical Management]]
:Technical Management provides technical expertise and support for the management of the IT infrastructure.
 
<p>&nbsp;</p>
 
== Additional Information on Service Operation ==


* [[ITIL KPIs Service Operation|KPIs for Service Operation]]
* [[ITIL KPIs Service Operation|KPIs for Service Operation]]
* [[ITIL-Checklists#ITIL Service Operation Templates|Checklists for Service Operation]]
* [[ITIL-Checklists#ITIL Service Operation Templates|Service Operation templates and checklists]]
* [[ITIL Roles#ITIL roles and boards - Service Operation|ITIL Roles within Service Operation]]
* [[ITIL Roles#ITIL roles and boards - Service Operation|ITIL roles within Service Operation]]


<p>&nbsp;</p>
<p>&nbsp;</p>


== Downloads ==
==Downloads==
 
==== Overview Service Operation ====


{|
{|
| valign="top" |
|style="vertical-align:top" |
Use the following links to open the process overview of Service Operation showing the most important interfaces:
Use the following links to open the process overview of Service Operation showing the most important interfaces:


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


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


The [https://en.it-processmaps.com/products/demo-itil-process-map.html ITIL Process Map 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 video] shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the
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<p>&nbsp;</p>
<p>&nbsp;</p>
<p>&nbsp;</p>
==[ Infobox ]==
<html><table class="wikitable">
<tr>
<td>Link to this page:</td>
<td><a itemprop="url" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation">https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation</a></td>
</tr>
<tr>
<td>Languages:</td>
<td><span itemprop="inLanguage" content="en">English</span> | <span><a itemprop="citation" class="external text" href="https://wiki.de.it-processmaps.com/index.php/ITIL_Service_Operation_-_Servicebetrieb" title="ITIL Service Operation - Servicebetrieb">Deutsch</a></span> | <span><a itemprop="citation" class="external text" href="https://wiki.es.it-processmaps.com/index.php/ITIL_Operaci%C3%B3n_del_Servicio" title="Operación del Servicio">espa&#xf1;ol</a></span></td>
</tr>
<tr>
<td>Image:</td>
<td style="vertical-align:top"><a itemprop="primaryImageOfPage" href="https://wiki.en.it-processmaps.com/images/9/96/Service-operation-itil.jpg" title="ITIL Service Operation">ITIL 2011 Service Operation processes (.JPG)</a></td>
</tr>
<tr>
<td>Author:</td>
<td><span itemprop="author">Stefan Kempter</span>, <span itemprop="creator copyrightHolder publisher">IT Process Maps</span> &nbsp;&nbsp; <a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></td>
</tr>
</table>


<html><a rel="author" href="https://plus.google.com/111925560448291102517"><img style="margin:0px 0px 0px 0px;" src="/skins/Vector/images/itpm/bookmarking/gplus.png" width="16" height="16" title="By: Stefan Kempter | Profile on Google+" alt="Author: Stefan Kempter, IT Process Maps GbR" /></a></html>
<p><small>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Event_Management" itemprop="url"><span itemprop="title">Event Management</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Incident_Management" itemprop="url"><span itemprop="title">Incident Mgmt.</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment" itemprop="url"><span itemprop="title">Request Fulfilment</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Access_Management" itemprop="url"><span itemprop="title">Access Mgmt.</span></a> ›
</span>
<span itemscope="itemscope" itemtype="http://data-vocabulary.org/Breadcrumb">
<a href="https://wiki.en.it-processmaps.com/index.php/Problem_Management" itemprop="url"><span itemprop="title">Problem Mgmt.</span></a> › [...]
</span>
</small></p>
</div><!-- end of schema.org/WebPage --><p></html>


<!-- This page is assigned to the following categories: -->
<!-- This page is assigned to the following categories: -->
[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL stage]][[Category:ITIL process|4]][[Category:Service Operation|!]]
[[Category:ITIL V3]][[Category:ITIL 2011]][[Category:ITIL stage]][[Category:ITIL process|4]][[Category:Service Operation|!]]
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Revision as of 19:16, 11 December 2013

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


 

Objective: 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 | ITIL 2011 processes

 

Processes: ITIL Service Operation

Service Operation ITILRequest Fulfilment - Service OperationAccess Management - Service OperationEvent Management - Service OperationIncident Management - Service OperationProblem Management - Service OperationFacilities Management - Service OperationIT Operations Control - Service OperationApplication Management - Service OperationTechnical Management - Service Operation
ITIL Service Operation - Click on a process for more details

Service Operation carries out operational tasks.

As per ITIL 2011, the following main processes are part of the ITIL stage 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 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
Application Management is responsible for managing applications throughout their lifecycle.


Technical Management
Technical Management provides technical expertise and support for the management of the IT infrastructure.

 

KPIs | Templates | Roles

 

Downloads

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 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)

 

 

[ Infobox ]

Link to this page:
Languages: English | Deutsch | español
Image: ITIL 2011 Service Operation processes (.JPG)
Author: , IT Process Maps   

 ›  ›  ›  ›  › [...]

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