Remote control

As already stated, but repeated here for completeness, it is often helpful for the Service Desk Analysts to be able to take control of the user’s desktop so as to allow them to conduct investigations or correct settings, etc. Facilities to allow this level of remote control will be needed.

IT Service Continuity Planning for ITSM support tools

Organizations are likely to become quickly dependent upon their ITSM tools and will find it difficult to work without them. A full Business Impact Analysis and Risk Analysis should be performed and plans then developed to ensure appropriate IT service Continuity and resilience levels.

Implementation considerations

It should be noted that Service Operation is a phase in a lifecycle and not an entity in its own right. By the time a service, process, organization structure or technology is operating, it has already been implemented. However, there are a number of processes and functions described in this publication, and it is therefore important to address the implementation considerations which should have been addressed by the time they come into operation.

A number of these have been covered in the relevant section – for example guidance is given about organization structures and roles in Chapter 6. This will not be repeated here. Rather, this section will focus on some generic implementation guidance for Service Operation as a whole.

Managing change in Service Operation

Service Operation should strive to achieve stability – but not stagnation! There are many valid and advantageous reasons why ‘change is a good thing’ – but Service Operation staff must ensure that any changes are absorbed without adverse impact upon the stability of the IT services being offered.

Date: 2014-12-29; view: 941