An Introduction to ITIL Service Operation. Learn what it is, how it works and how it can impact your business.

1. An Intro To
Service
Operations
ITIL
P R E S E N T I N G
B Y , P H O E N I X T S

2. What is ITIL Service Operation?
Who does Service Operation impact?
How are fundamental functions of Service Operation carried out?
Service Operation
This Slide Deck will go over:

3. Service Operation
Service Operation is a critical phase of the ITSM life cycle.
Well­planned and well­implemented processes will not provide a
successful outcome if the day­to­day operation of those processes are
not properly conducted, controlled and managed.
Service improvements will not be possible if day­to­day activities to
monitor performance, assess metrics and gather operational data are
not systematically conducted during Service Operation.
Quick Overview

4. Service Operation
Scope of Service Operation
ITIL Service Operation describes the processes, functions, organization and tools
used to underpin the ongoing activities required to deliver and support services.
The scope of Service Operation
includes:
The Services
Service Management Processes
Technology
People

5. Service Operation
Scope of Service Operation

6. Service Operation
Scope of Service Operation

7. Service Operation
Business Value
Now that we know the Scope of Service Operation, why should we care about it?
Service Operation can:
1 ­ Reduce unplanned labor and costs for both the business and IT
2 ­ Reduce the duration and frequency of service outages
3 ­ Provide operational results and data
4 ­ Meet the goals and objectives of the organization's security policy
5 ­ Provide quick and effective access to standard services
6 ­ Provide a basis for automated operations

8. Service Operation
Fundamentals
The fundamental aspects of Service Operation are:
1. Provide business value through service
Service operation should focus on overcoming challenges such as:
It is easy to quantify the costs of a project but difficult to
quantify what the service will cost after three years.
2. Optimize Service Operation Performance
Service Operation is optimized in two ways:
1. Long­term incremental improvement
­ Based on evaluating performance and of all Service
Operation processes, function and outputs over time.
2. Short­term ongoing improvement
­ Improvements made within the processes, functions
and technologies.

9. Service Operation
Fundamentals
The fundamental aspects of Service Operation are:
3. Processes Within Service Operation:
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management
4. Functions Within Service Operation:
Service Desk
Technical Management
IT Operations Management
Application Management

10. Service Operation
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