ITIL Service Operation: Difference between revisions

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Service Operation carries out operational tasks.
Service Operation carries out operational tasks.


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[[Image:Service-operation-itil.jpg|right|thumb|458px|alt=ITIL Service Operation|link=https://wiki.en.it-processmaps.com/index.php/File:Service-operation-itil.jpg|Fig. 1: [[#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 48 166 172 248 [[Request Fulfilment|Request Fulfilment - Service Operation]]
rect 361 165 486 251 [[Access Management|Access Management - Service Operation]]
rect 51 323 172 404 [[Event Management|Event Management - Service Operation]]
rect 220 321 342 404 [[Incident Management|Incident Management - Service Operation]]
rect 363 428 483 511 [[Problem Management|Problem Management - Service Operation]]
rect 73 495 193 578 [[IT Facilities Management|Facilities Management - Service Operation]]
rect 73 602 195 688 [[IT Operations Control|IT Operations Control - Service Operation]]
rect 121 733 240 819 [[ITIL Application Management|Application Management - Service Operation]]
rect 320 736 440 820 [[ITIL Technical Management|Technical Management - Service Operation]]
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<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>:
<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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</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.
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</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.
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</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.
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</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.
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</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.
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</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.
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</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.
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</dt><dd itemprop="description">Process Objective: Application Management is responsible for managing applications throughout their lifecycle.
</dt><dd itemprop="description">Process Objective: Application Management is responsible for managing applications throughout their lifecycle.
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<p>&nbsp;</p>
 
==ITIL 4 Service Operation==
 
The [[#Processes:_ITIL_Service_Operation|Service Operation processes described here]] ([[Media:Service-operation-itil.jpg|fig. 1]]) follow the specifications of ITIL V3, where Service Operation is the fourth stage in the Service Lifecycle.
 
ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes key concepts, the [[ITIL_4#Four_dimensions_model|Four Dimensions Model]] and the [[ITIL_4#Service_value_system|Service Value System (SVS)]].
 
Instead of processes, [[ITIL_4#ITIL_4_management_practices|ITIL 4 describes 34 'practices']], and many of the 26 processes specified in ITIL V3 can be found in ITIL 4 as practices. For example, ITIL 4 refers to Incident Management and Problem Management as practices.
 
The shift from processes to practices means ITIL V4 is no longer prescriptive about processes and gives organizations more freedom to define tailor-made Service Operation processes.
 
<html>Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations that need to design their Service Operation processes can still use the processes specified in ITIL V3 as templates.</p>
 
<p style="background:#ecfdec; padding: 0.5em 1em;"><i><u>Note</u>:</i> In our <i>YaSM Service Management Wiki</i> we describe a <a class="external" href="https://yasm.com/wiki/en/index.php/Service_Management_Processes" title="Service management processes">leaner set of 19 service management processes</a> that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". The YaSM service management model includes a <a class="external" href="https://yasm.com/wiki/en/index.php/LP4:_Operate_the_services" title="YaSM service operation process">Service Operation process</a> that is a good starting point for organizations that wish to adopt ITIL 4.</html>


==<span id="Additional_Information_on_Service_Operation">KPIs | Templates | Roles</span>==
==<span id="Additional_Information_on_Service_Operation">KPIs | Templates | Roles</span>==
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* [[ITIL-Checklists#ITIL Service Operation Templates|Service Operation templates and checklists]]
* [[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>


==Downloads==
==Downloads==


{|
[[Image:Service-operation.jpg|thumb|320px|right|none|alt=Service Operation ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Service-operation.jpg|The ITIL discipline Service Operation at a glance]]
|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)]
|style="vertical-align:top" |
<br style="clear:both;"/>
[[Image:Service-operation.jpg|thumb|175px|left|none|alt=Service Operation ITIL|link=https://wiki.en.it-processmaps.com/index.php/File:Service-operation.jpg|The ITIL discipline Service Operation at a glance]]
|-
|}
 
<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
* high-level view of the ITIL Service Lifecycle (Level 0)
* high-level view of the ITIL Service Lifecycle (Level 0)
* overview of the Service Operation process (Level 1)
* overview of the Service Operation process (Level 1)
* overview of the Incident Management process (Level 2)
* overview of the Incident Management process (Level 2)
* detailed process flow for the process "Incident Resolution by 1st Level Support" (Level 3)
* detailed process flow for the process "Incident Resolution by 1st Level Support" (Level 3)
<p>&nbsp;</p>


==Notes==
==Notes==
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<p><small>
<span itemprop="breadcrumb" itemscope itemtype="http://schema.org/BreadcrumbList">
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<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/ITIL_Service_Operation#ITIL_4_Service_Operation">
<span itemprop="name">ITIL 4 Service Operation</span></a>
<meta itemprop="position" content="1"></span> ›
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<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Event_Management">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Event_Management">
<span itemprop="name">Event Management</span></a>
<span itemprop="name">Event Management</span></a>
<meta itemprop="position" content="1"></span> ›
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<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Incident_Management">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Incident_Management">
<span itemprop="name">Incident Mgmt.</span></a>
<span itemprop="name">Incident Mgmt.</span></a>
<meta itemprop="position" content="2"></span> ›
<meta itemprop="position" content="3"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
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<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Request_Fulfilment">
<span itemprop="name">Request Fulfilment</span></a>
<span itemprop="name">Request Fulfilment</span></a>
<meta itemprop="position" content="3"></span> ›
<meta itemprop="position" content="4"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Access_Management">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Access_Management">
<span itemprop="name">Access Mgmt.</span></a>
<span itemprop="name">Access Mgmt.</span></a>
<meta itemprop="position" content="4"></span> ›
<meta itemprop="position" content="5"></span> ›
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<span itemprop="itemListElement" itemscope itemtype="http://schema.org/ListItem">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Problem_Management">
<a itemprop="item" href="https://wiki.en.it-processmaps.com/index.php/Problem_Management">
<span itemprop="name">Problem Mgmt.</span></a>
<span itemprop="name">Problem Mgmt.</span></a>
<meta itemprop="position" content="5"></span> › [...]
<meta itemprop="position" content="6"></span> › [...]
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   <meta itemprop="keywords" content="Service Operation" />
   <meta itemprop="keywords" content="Service Operation" />
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  <meta itemprop="mentions" content="https://yasm.com/wiki/en/index.php/LP4:_Operate_the_services" />
   <meta itemprop="inLanguage" content="en" />
   <meta itemprop="inLanguage" content="en" />
   <link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/ITIL_Service_Operation_-_Servicebetrieb" />
   <link itemprop="citation" href="https://wiki.de.it-processmaps.com/index.php/ITIL_Service_Operation_-_Servicebetrieb" />
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[[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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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.

ITIL Service Operation
Fig. 1: ITIL Service Operation

The ITIL service lifecycle stage of Service Operation (see fig. 1) includes the following main processes:

Process Objective: To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions.
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.
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.
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.
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.
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.
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: Application Management is responsible for managing applications throughout their lifecycle.
Process Objective: Technical Management provides technical expertise and support for the management of the IT infrastructure.

ITIL 4 Service Operation

The Service Operation processes described here (fig. 1) follow the specifications of ITIL V3, where Service Operation is the fourth stage in the Service Lifecycle.

ITIL V4 has moved from the Service Lifecycle concept to a more holistic approach that includes key concepts, the Four Dimensions Model and the Service Value System (SVS).

Instead of processes, ITIL 4 describes 34 'practices', and many of the 26 processes specified in ITIL V3 can be found in ITIL 4 as practices. For example, ITIL 4 refers to Incident Management and Problem Management as practices.

The shift from processes to practices means ITIL V4 is no longer prescriptive about processes and gives organizations more freedom to define tailor-made Service Operation processes.

Since the processes defined in ITIL V3 have not been invalidated with the introduction of ITIL V4, organizations that need to design their Service Operation processes can still use the processes specified in ITIL V3 as templates.

Note: In our YaSM Service Management Wiki we describe a leaner set of 19 service management processes that are more in tune with ITIL 4 and its focus on simplicity and "just enough process". The YaSM service management model includes a Service Operation process that is a good starting point for organizations that wish to adopt ITIL 4.

KPIs | Templates | Roles

Downloads

Service Operation ITIL
The ITIL discipline Service Operation at a glance

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.

 

ITIL 4 Service Operation  › Event Management  › Incident Mgmt.  › Request Fulfilment  › Access Mgmt.  › Problem Mgmt.  › [...]

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