Service Operation

This volume deals with service supply and their support through implementation and control of all the current operations. Monitoring of service performance and indicator evaluation are the main activities aiming at gathering the data required to a continual service improvement. They also allow the optimisation of operation costs and maintenance costs both actual and non-planned; as well as functionality optimisation by aiming operational efficiency. Service operation must occur in an environment where the following elements are balanced:

• Business and IT views
• Stability and reactivity
• Quality and cost
• Reactivity and pro-activity

The processes are the following:

• Event Management
• Incident Management
• Problem Management
• Request Fulfilment
• Access Management

The functionalities are the following:

• Service Desk
• Technical Management
• IT Operations Management
• Application Management

Need Experts?

• Service Automation
• CMDB
• ITIL
  • ITIL v2
  • ITIL v3
    • Service Strategy
    • Service Design
    • Service Transition
    • Service Operation
    • Continual Service Improvement
• CMMI
• COBIT
• Asset Management
• Automatic discovery
• Business Intelligence
• eSCM eSourcing Capability Model