Chapter overview

Chapter 2 introduces the concept of Service Management as a practice. Here, Service Management is positioned as a strategic and professional component of any organization. This chapter also provides an overview of Service Operation as a critical component of the Service Management Practice.

The key principles of Service Operation are covered in Chapter 3 of this publication. These principles outline some of the basic concepts and principles on which the rest of the publication is based.

Chapter 4 covers the processes performed within Service Operation – most of the Service Operation processes are reactive because of the nature of the work being performed to maintain IT Services in a robust, stable condition. This chapter also covers proactive processes to emphasize that the aim of Service Operation is stability – but not stagnation. Service Operation should be constantly looking at ways of doing things better and more cost-effectively, and the proactive processes have an important role to play here.

Chapter 5 covers a number of Common Service Operation activities, which are groups of activities and procedures performed by Service Operation Functions. These specialized, and often technical, activities are not processes in the true sense of the word, but they are all vital for the ability to deliver quality IT services at optimal cost.

Chapter 6 covers the organizational aspects of Service Operation – the individuals or groups who carry out Service Operation processes or activities – and includes some guidance on Service Operation organization structures.

Chapter 7 describes the tools and technology that are used during Service Operation.

Chapter 8 covers some aspects of implementation that will need to be considered before the operational phase of the lifecycle becomes active.

Chapter 9 highlights the challenges, Critical Success Factors and risks faced during Service Operation, while the Afterword summarizes and concludes the publication.

ITIL does not stand alone in providing guidance to IT managers and the appendices outline some of the key supplementary frameworks, methodologies and approaches that are commonly used in conjunction with ITIL during Service Operation

Date: 2014-12-29; view: 1008