Service Operation Practices
Purpose and Objectives of Service Operation
Scope of Service Operation
Context of Service Operation in the Service Lifecycle
Business Value of Service Operation
Fundamentals
Service Operation Principles
Achieving Balance in Service Operation
Providing Good Service
Operations Staff Involvement in Other Lifecycle Stages
Operational Health
Communication
Documentation
Service Operation Inputs and Outputs
Event Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
Incident Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
Problem Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs and Outputs
CSFs and KPIs
Challenges and Risks
Request Fulfillment Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
Access Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
Common Service Operation Activities
Monitoring and Control
IT Operations
Server and Mainframe Management and Support
Network Management
Storage and Archive
Database Administration
Directory Services Management
Desktop and Mobile Device Support
Middleware Management
Internet/Web Management
Facilities and Data Center Management
Operational Activities of Processes in Other Lifecycle Stages
Improvement of Operational Activities
Service Desk Function
Role, Objectives, and Organizational Structures
Service Desk Staffing and Environmental Considerations
Key Considerations for Outsourcing the Service Desk
Key Roles Supporting the Service Desk
Technical Management Function
Role, Objectives, and Activities
Relationship Between Technical Design and Technical Maintenance and Support
Metrics to Measure Technical Management
Key Technical Management Documentation
Roles Supporting Technical Management
IT Operations Management Function
Role, Objectives, and Activities
Metrics to Measure IT Operations Management
Key IT Operations Management Documentation
Roles Support IT Operations Management
Applications Management Function
Role, Objectives, and Activities
Principles of Application Management
Application Management Lifecycle
Metrics to Measure Applications Management
Key Applications Management Documentation
Roles Supporting Applications Management
Service Operation Organizational Structures
Different Approaches to Organizing Functions
Advantages and Disadvantages of Each Organizational Approach
Technology and Implementation Considerations
Generic Technology Considerations
Event Management Technologies
Service Operation Practices
- Purpose and Objectives of Service Operation
- Scope of Service Operation
- Context of Service Operation in the Service Lifecycle
- Business Value of Service Operation
- Fundamentals
Service Operation Principles
- Achieving Balance in Service Operation
- Providing Good Service
- Operations Staff Involvement in Other Lifecycle Stages
- Operational Health
- Communication
- Documentation
- Service Operation Inputs and Outputs
Event Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Incident Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Problem Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs and Outputs
- CSFs and KPIs
- Challenges and Risks
Request Fulfillment Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Access Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Common Service Operation Activities
- Monitoring and Control
- IT Operations
- Server and Mainframe Management and Support
- Network Management
- Storage and Archive
- Database Administration
- Directory Services Management
- Desktop and Mobile Device Support
- Middleware Management
- Internet/Web Management
- Facilities and Data Center Management
- Operational Activities of Processes in Other Lifecycle Stages
- Improvement of Operational Activities
Service Desk Function
- Role, Objectives, and Organizational Structures
- Service Desk Staffing and Environmental Considerations
- Key Considerations for Outsourcing the Service Desk
- Key Roles Supporting the Service Desk
Technical Management Function
- Role, Objectives, and Activities
- Relationship Between Technical Design and Technical Maintenance and Support
- Metrics to Measure Technical Management
- Key Technical Management Documentation
- Roles Supporting Technical Management
IT Operations Management Function
- Role, Objectives, and Activities
- Metrics to Measure IT Operations Management
- Key IT Operations Management Documentation
- Roles Support IT Operations Management
Applications Management Function
- Role, Objectives, and Activities
- Principles of Application Management
- Application Management Lifecycle
- Metrics to Measure Applications Management
- Key Applications Management Documentation
- Roles Supporting Applications Management
Service Operation Organizational Structures
- Different Approaches to Organizing Functions
- Advantages and Disadvantages of Each Organizational Approach
Technology and Implementation Considerations
- Generic Technology Considerations
- Event Management Technologies
