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SOP - Service Operation du Lifecycle ITIL®

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Les pratiques définies dans les précédents processus se concrétisent dans la gestion du processus Service Operation. Celui-ci offre des orientations concernant l'obtention de l'efficacité et de …

Les pratiques définies dans les précédents processus se concrétisent dans la gestion du processus Service Operation. Celui-ci offre des orientations concernant l'obtention de l'efficacité et de l'efficience dans la prestation et le soutien des services, de manière à garantir une valeur à la fois pour le client et pour le prestataire de service. Les objectifs stratégiques sont finalement réalisés par le biais de Service Operation, qui se présente ainsi comme un seuil critique.

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  • 1. ITIL V3 LIFECYCLE SERVICE OPERATION Digicomp Academy Suisse Romande SA Genève, Juillet 2013 ITIL Lifecycle Service Operation 1
  • 2. Change End No Event Event Notification Generated Event Detected Event Filtered Significance? Warning Informational Exception Event Correlation Trigger AlertAuto ResponseEvent Logged Human Intervention Incident Incident/ Problem/ Change? Problem Problem ManagementIncident Management Change Management Yes Review Actions Effective? Close Event ITIL Lifecycle Service Operation 2
  • 3. No No End No No From Event Mgmt From Web Interface User Phone Call Email Technical Staff Incident Identification Incident Logging Incident Categorization Service Request? Yes Incident Prioritization To Request Fulfilment Major Incident Procedure Yes Major Incident? Initial Diagnosis Yes Functional Escalation 2/3 Level Yes Functional Escalation Needed? Investigation & Diagnosis Resolution and Recovery Hierarchic Escalation Needed? YesManagement Escalation Incident Closure ITIL Lifecycle Service Operation 3
  • 4. No End Service Desk Event Management Incident Management Proactive Problem Management Supplier or Contractor Problem Detection Problem Logging Categorization Prioritization Investigation & Diagnosis Workaround? Create Known Error Record Change Needed? Yes Resolution Closure Change Management Major Problem? Major Problem Review Known Error Database CMS ITIL Lifecycle Service Operation 4