Difference between revisions of "ITIL Service Operation"
(→Service Operation Functions) |
(No difference)
|
Latest revision as of 19:25, 10 July 2018
ITIL Service Operation
- The primary objective of Service Operation is to enable effectiveness and efficiency in delivery and support of IT services.
- Strategic objectives are ultimately realized through Service Operations, therefore making it a critical capability.
- Alert - notification that a threshold has been reached.
- How are events recognized? - notifications created by an IT service
- KEDB - Storage of knowledge of incidents
- NOT an objective of incident management - Eliminate recurring incidents
- How are alerts created? - Alerts are created by system management tools.
- Event - Any change of state which is significant to the management of a configuration item (CI)
- Incident management process scope - Incident management includes any event which disrupts, or could disrupt, a service.
- Technical Management - plan, implement and maintain a stable technical infrastructure
- Objectives of event management? - All of the above
Book Notes
Major Concepts
- Achieving the Balance
Service Operation Functions
- Functions - People (or roles) and automated measures that execute a defined process, an activity or combination of both.
- The Service Desk
- Technical Management
- IT Operations Management - To perform the daily operational activities needed to manage the IT Infrastructure. This is done according to the performance standards defined during Service Design.
- IT Operations Control
- Facilities Management
- Application Management - To help design, implement and maintain stable applications to support the organization’s
business processes.
- Problem Management - Problem Management is responsible for managing lifecycle of all problems.
- Service request - generic description for many different types of demand that are placed upon the IT organization by the users
- Business Relationship Management - Process for providing information to users about services
- NOT and objective of the service desk - Reporting service level breaches to customers.
Internal Links
Parent Article: ITIL Foundation Certification
