Design → Transition → Operation
Continues to meet the needs of the business. Meets day to day expectations.
Provide Guidance on Operational Services:
- IT
- Service Management
- Technology
- People
Coordinate and carry out processes to deliver and manage services at agreed levels
- Maintain Satisfaction
- Minimize Impact on outage
- Ensure IT service is only for authorized
- Customers/End Users
- Other Service
- Suppliers
- Actual delivery
- Reduction of unplanned labor and cost
- Reduction in duration and frequency of outages
- Events
- Detectable occurrence that has significance for IT infrastructure management or IT service delivery.
- Not bad, no context
- Alerts
- Warning that a threshold has been reached, something changed or failed.
- Incident
- Unplanned interruption to service.
- Something failed.
- Reduction in quality of service.
- Problem
- Unknown Root cause of one or more incidents
- Service Request
- User request for info, advice, standard change (local authorization) or access to an IT service.
- Work-around
- Temporary way of circumventing issues.
Work-around can become a permanent solution.
They have to be approved
People and automated measures that execute a defined process, an activity combo or both.
Define the different roles and responsibilities required for overall service delivery.
- Service Desk
- Technical Management
- IT Operations Management
- Operations control
- Facilities including data centers
- Application Management