Service Operations (ITIL)

Service Desk • Restore normal service to the users as quickly as possible • Manage incident life-cycle • Communication and management information Operations Control • Achieve stability of the organizations business as usual processes and activities Technical Management • Provide technical expertise to the overall infrastructure • Custodian of technical knowledge and expertise related to managing the infrastructure Application Management • Manage applications throughout their life cycle • Design, test and improve application • Custodian of technical knowledge and expertise related to managing the infrastructure

Event Management  • To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions. Incident Management  • Restore Normal service operation as quickly as possible and minimize the impact on business operations Problem Management • Prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. • Identify problems, get to their root causes, document and communicate known errors and identify fixes or workarounds Request fulfillment • Deal with service requests from users Access Management • Grant authorized users the right to use a service whilst preventing access to non- authorized users

The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently.

1st Level Support  • Monitoring • Register, classify incidents and undertake actions to restore failed services • Escalate to 2nd Level 2nd Level Support  • Extended Level 1 support • Request external support (e.g. suppliers) • Escalate to Level 3 3rd Level Support  • Development, Supplier Operator • day-to-Day operations Incident Manager • Effective implementation of Incident management • 1st escalation level for incidents Problem Manager • Managing problem during their life-cycle • Prevent incidents from happening • Maintain information about Known Errors and Workarounds