ITIL V3 Foundation:サービスオペレーション(Service Operation)

1. Lifecycle Phase(Service Operation)


The goal of Service Operation is to deliver and support services in an efficient and effective manner and to maintain stability in service operations while at the same time allowing for changes and improvement.

  • Service desk:A service desk is the Single Point of Contact (SPOC) for users, dealing with all incidents, access requests and service requests.
  • Technical management refers to the groups, departments or teams that provide technical expertise and overall management of the IT infrastructure.
  • IT operations management: executes the daily operational activities needed to manage the IT infrastructure, according to the performance standards defined during Service Design.
  • Application management:is responsible for managing applications in their lifecycle. Application management also plays an important role in the design, testing and improvement of applications that are part of IT services.
Methods, techniques and tools
  • self-help (e.g. FAQ's on a web interface)
  • workflow or process management engine
  • an integrated Configuration Management System (CMS)
  • technology for detection, implementation and licenses
  • remote control
  • diagnostic utilities
  • reporting capabilities
  • dashboards
  • integration with business service management
Implementation and operation
  • Managing changes in Service Operation
  • Service Operation and project management
  • Determining and managing risks in Service Operation
  • Operational staff in Service Design and Transition
  • Planning and implementation of service management technologies

2. Functions and Processes

2.1 Event Management

Event management is the process that monitors all events that occur through the IT infrastructure to allow for normal operation and also to detect and escalate exceptional conditions. Event management can be automated to trace and escalate unforeseen event circumstances.

  • An event occurs
  • Event notification
  • Event detection
  • Event filtering
  • The significance of events (event classification)
  • Event correlation
  • Trigger
  • Response options
  • Review actions
  • Closing the event
2.2 Incident Management

The incident management process handles all incidents. These may be failures, faults or bugs that are reported by users (generally via a call to the service desk) or technical staff, or that are automatically detected and reported by monitoring tools.

  • Identification
  • Registration
  • Prioritization
  • Diagnosis
  • Escalation
  • Investigation and diagnosis
  • Resolution and recovery
  • Incident closure
2.3 Request Fulfillment

The term service request is used as a general description for the various requests that users submit to the IT department. A service request is a request from a user for information, advice, a standard change, or access to a service.

  • Menu selection
  • Financial authorization
  • Fulfillment
  • Closure
2.4 Problem Management

Problem management is responsible for the control of the lifecycle of all problems. The primary objective of problem management is to prevent problems and incidents, eliminate repeating incidents, and minimize the impact of incidents that cannot be prevented.

Known Error Database (KEDB)

In addition to creating a Known Error Database (KEDB) for faster diagnosis, the creation of a problem model for the handling of future problems may be useful.

  • Reactive problem management
  • Proactive problem management
2.5 Access Management

Access management grants authorized users the right to use a service, and denies unauthorized users access.

  • Requesting access
  • Verification
  • Granting rights
  • Monitoring identity status
  • Registering and monitoring access
  • Logging and tracking access
  • Revoking or limiting rights
2.6 Monitoring and Control

The measuring and control of services is based on a continuous cycle of monitoring, reporting and initiating action. This cycle is essential to the supply, support and improvement of services and also provides a basis for setting strategy, designing and testing services, and achieving meaningful improvement.

2.7 IT Operations
  • Job scheduling
  • Backup and restore
2.8 Service Desk

A service desk is a functional unit with staff involved in differing service events. These service events come in by phone, internet or infrastructure, events which are reported automatically.

  • Local service desk
  • Centralized service desk
  • Virtual service desk
  • Follow-the-sun service
  • Specialized service desk groups
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