Module 2.2 - ITIL v3 Foundation - more of those TLA's PDF Print E-mail
Written by David Noel-Davies   
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Module 2.2 - ITIL v3 Foundation - more of those TLA's
Pop quiz of module 1
Service Operations (SO)
Internal IT views vs. external business view
The value of communication
Continual Service Improvment
pop quiz for module 2


Service Operation (SO)

The service operation volume embodies practices in the management of service operations. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services so far as to ensure value for the customer and the service provider. Strategic objectives are ultimately realized through service operations, therefore making it a critical capability. Guidance is provided on how to maintain stability in service operations, allowing for changes in design, scale, scope, and service levels. Organizations are provided with detailed process guidelines, methods, and tools, for use in two main control perspectives; reactive and proactive. Managers and practitioners are provided with knowledge allowing them to make better decisions in the areas such as managing the availability of services, controlling demand and, optimizing capacity utilization, scheduling of operations, and fixing problems. Guidance is provided on supporting operations through mew models and architectures such as shared services, utility computing, web services, and mobile commerce.


Service Operations (SO)

To Coordinate and carry out day to day activities and processes to deliver and manage series at agreed levels.


  • Ongoing management of the technology that is used to deliver and support services
  • Where the plans, designs and optimizations are executed and measured


The purpose of Service Operation is to coordinate and carry out the activities and processes required to deliver and manage service at agreed levels to business users and customers. Service Operation is also responsible for the ongoing management of the technology that is used to deliver and support services.


Well designed and implemented processes will be of little value if the day to day operation of those processes is not properly conducted, controlled and managed. Nor will service improvements be possible if day to day activities to monitor performance, assess metrics, and gather data are not symmetrically conducted during Service Operation.




Service Operation include the execution of all ongoing activities required to deliver and support services. The scope of Service Operation includes:



The services themselves. Any activity that forms part of a service is included in Service Operation, whether it is performed by the Service Provider, an external supplier or the user or customer of that service.



Service management processes. The ongoing management and execution of many Service Management processes are performed in Service Operation. Even though a number of ITIL processes (such as Change and Capacity Management) originate at the Service Design or Service Transition stage of the service lifecycle, they are in use continually in Service Operation.



Technology. All services require some form of technology to deliver them. Managing this technology is not a separate issue, but an integral part of the management of the services themselves.



People. Regardless of what services, processes and technology are managed, they are all about people. It is people who drive the demand for the organizations services and products, and it is people who decide how this will be done. Ultimately, it is people who manage the technology, processes and services. Failure to recognize this will result (and have resulted) in the failure of the Service Management projects.



Value to business of Service Optimization (SO)



Where actual value of strategy, design and transition are realized by the customers and users.






Where business dependency usually commences



Each stage in the ITIL Service Lifecycle provides value to the business, For Example, service value is modeled in Service Strategy, the cost of the services is designed, predicted and validated in Service Design and Service Transition, and measures for optimization are identified in Continual Service Improvement. The operation of the service is where these plans, designs and optimizations are executed and measured. For a customer viewpoint, Service Operation is where the actual value is seen.


Achieving Balance (conflict Motives)


Service Operation is more that just a repetitive execution of a standard set of procedures or activities. All functions, processes and activities are designed to deliver a specific and agreed level of services, but they can have to be delivered in an ever changing environment. This forms a conflict between maintaining the status qui and adapting to changes in the business and technological environments, One of Service Operations key roles is therefore to deal with this conflict and to achieve a balance between conflicting sets of priorities. Service Operation highlights some of the key tensions and conflicts, and identifies how IT organizations can recognize that they are suffering from an imbalance by tending more toward one extreme or the other. It also provides some high-level guidelines on how to resolve the conflict, and thus move towards a best practice approach. Every conflict therefore represents an opportunity for growth and improvement.


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