Service Operation
Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs). Service operation, as described in the ITIL Service Operation volume, is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc. are considered. The functions include technical management, application management, operations management and service desk as well as, responsibilities for staff engaging in Service Operation.
List of processes:
- Event management
- Incident management
- Request fulfillment
- Problem management
- Access management
Read more about this topic: Information Technology Infrastructure Library
Famous quotes containing the words service and/or operation:
“You had to face your ends when young
‘Twas wine or women, or some curse
But never made a poorer song
That you might have a heavier purse,
Nor gave loud service to a cause
That you might have a troop of friends.”
—William Butler Yeats (1865–1939)
“Human knowledge and human power meet in one; for where the cause is not known the effect cannot be produced. Nature to be commanded must be obeyed; and that which in contemplation is as the cause is in operation as the rule.”
—Francis Bacon (1560–1626)