ITIL V3 Service Operation

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ITIL V3 Service Operation is the 3rd version of the IT Infrastructure Library Service Operation (ITIL) and concerns all activities and measures for the provision and maintenance of the IT infrastructure, according to their intended purpose.

Processes

Request fulfillment

Request fulfillment is part of the service desk. Here standardized processes are mapped that are clearly assignable and financially clarified. The aim is to provide users with a single point of contact for inquiries, comments and complaints. In general, information is provided about available services and standard services (licenses, data carriers) are delivered directly.

Event management

A recognizable event that is triggered by a configuration item, a monitoring tool or another IT service can be referred to as an event. This categorizes the importance and possibly the urgency of a fault. The event is passed on to the service desk so that it can be further processed here. Here the incident can be solved or a problem can be created.

The event management is organizationally subordinate to the incident management.

Incident Management

As part of incident management , disruptions to IT services that have occurred are processed in an orderly manner and according to agreed service levels and rectified as part of the troubleshooting . For this purpose, incident management defines a process for handling faults and makes this available to the company. The process primarily regulates the recording and further handling of fault reports. One of the main goals is the rapid restoration of a previously defined operating status (eng .: 'Configuration Baseline') of a service (eng .: service) or a technical device (eng .: configuration item). Incident management focuses on maintaining and restoring the agreed status and coordinates the possible transfer of tasks to problem and change management.

In addition to malfunctions , all inquiries (service requests) from users are recorded via a service desk, initial assistance is provided and, if necessary, further processing in the downstream support units is coordinated. In addition, there is the task of informing the user of the status of the error elimination at agreed time intervals. Incident management remains the owner of each incident for its entire lifetime.

Problem management

The cause research and the sustainable elimination of incidents are the focus of problem management . Temporary solutions (workarounds) are made available to Incident Management and final solutions to known errors (known errors) are worked out, which are introduced with the help of Change Management. It also deals with disruption avoidance (proactive management), e.g. B. through a trend analysis of important services.

Access management

Access management is the process that gives authorized users the rights to use the services. At the same time, unauthorized users are denied access.

Functions

IT operations management

IT Operations Management takes on the day-to-day business of managing and maintaining IT services and the IT infrastructure.

Service desk

The service desk is the primary interface between the IT service organization and users, via which faults, requirement reports and general information requests are directed to the service organization. For efficiency, you tend as a service desk a single point ( single point of contact , SPOC) for the user to set up (user) that detects the user's requests and the subsequent steps up co-ordinated to the solution. The primary task of the service desk is to provide the service user with transparent assistance if necessary. This includes the recording and documentation of customer inquiries (see also Trouble Ticket ) in a corresponding recording and control system, the assessment, assignment and prioritization of the task to the appropriate solution point, and the transmission of solutions.

Technical management

Technical Management provides the necessary technical expertise and takes on the management of the IT infrastructure.

Application management

Application management are the experts in business applications. You are responsible for their control over the entire life cycle.