Ref: https://www.tutorialspoint.com/itil/service_operation_overview.htm
Service operationensures that services are being provided efficiently and effectively as per SLAs. It includes monitoring services, resolving incidents, fulfilling requests and carrying out operational tasks.
Service operations include total five processes as described in the following table −
Sr.No.Process & Description
1 Event Management
The objective of this process is to make sure all CIs are monitored constantly. It also filter and categorize the events in order to decide on appropriate actions.
2 Incident Management
The purpose of Incident Management is to restore the service to the previous stage as early as possible.
3 Request Fulfillment
This process deals with handling requests such as change password, create new user and create email id etc.
4 Access Management
This process deals with granting rights to authorized user to use the service.
5 Problem Management
This process deals with finding root cause of the problem and prevent incident to occur again.
Service Operation comprises of four functions as shown in the following diagram
Service Desk is the first and single point of contact. It plays vital role in customer satisfaction. It coordinates activities between end user and IT service provider team. It also own the logged requests and ensures closure of these requests.
There are four types of Service Desk −
In this, there is only one central Service Desk.
It is costly but closer to the user. It’s difficult to manage and maintain.
It is very costly and result in fast processing.
It includes dedicated skilled staff for specific queries.
This function is responsible for managing organization’s day-to-day operational activities
Technical Management staff includes technical expertises that are responsible for management of overall IT infrastructure.
Application Management is responsible for managing applications and software throughout the lifecycle of the service.