Optimizing Service Operation performance

Service Operation is optimized in two ways:

• Long-term incremental improvement. This is based on evaluating the performance and output of all Service Operation processes, functions and outputs over time. The reports are analysed and a decision made about whether improvement is needed and, if so, how best to implement it through Service Design and Transition. Examples include the deployment of a new set of tools, changes to process designs, reconfiguration of the infrastructure, etc. This type of improvement is covered in detail in the Continual Service Improvement publication.
• Short-term ongoing improvementof working practices within the Service Operation processes, functions and technology itself. These are generally smaller improvements that are implemented without any change to the fundamental nature of a process or technology. Examples include tuning, workload balancing, personnel redeployment and training, etc.

Although both of these are discussed in some detail within the scope of Service Operation, the Continual Service Improvement publication will provide a framework and alternatives within which improvement may be driven as part of the overall support of business objectives.

Processes within Service Operation

There are a number of key Service Operation processes that must link together to provide an effective overall IT support structure. The overall structure is briefly described here and then each of the processes is described in more detail in Chapter 4.

Event Management

Event Management monitors all events that occur throughout the IT infrastructure, to monitor normal operation and to detect and escalate exception conditions.

Date: 2014-12-29; view: 1020