This slide deck will cover basic ITIL Service Operation Principles that can enhance your management skills and improve the efficiency of your business.

1. Service Operation
Principles
ITIL
P R E S E N T I N G
B Y , P H O E N I X T S

2. Our last slide deck covered the basics of Service Operation. We hit
on topics such as;
­ What is ITIL Service Operation?
­ Who does Service Operation impact?
­ How are fundamental functions of Service Operation carried out?
If you missed out on this, you can see our Intro. to ITIL Service
Operation slide deck here.
However, if you are all caught up, let's continue our discussion
on Service Operation with, Service Operation Principles.
Service Operation
In case you missed it

3. Service Operation
Principles
Slide Deck Outline
Service Operation Principles
­ Achieving Balance in Service Operation
­ Internal IT view vs. External Business view
­ Stability vs. Responsiveness
­ Quality of Service vs. Cost of Service
­ Reactive vs. Proactive
­ Other Service Operation Principles

4. Service Operation
Principles
­ Achieving Balance in Service Operation
­ Service Operation should deliver a specified and agreed level of services in
an ever­changing environment.
­ Therefore, one key role of Service Operation is ­> to achieve a balance
between these conflicting sets of priorities.

5. Service Operation
Principles
Achieving Balance in Service Operation
­ Internal IT view vs. External Business view

6. Service Operation
Principles
Achieving Balance in Service Operation
­ Internal IT view vs. External Business view
Requirements needed to establish a balance of internal and external focus:
­ An understanding of services, importance and impact of services on
business
­ Involvement of Service Operation in CSI projects
­ A clearly differentiated set of metrics to report on achievements and
performance
­ A set of standard and non­standard services delivered to Business Units
­ A value­based, rather than cost­based, Return on Investment (ROI)
strategy
­ Input from and feedback to CSI to identify imbalances

7. Service Operation
Principles
Achieving Balance in Service Operation
­ Stability vs Responsiveness
­ Service Operations
­ Should ensure IT infrastructure is stable & available as designed
­ Should recognize the business & IT requirements change

8. Service Operation
Principles
Achieving Balance in Service Operation
­ Stability vs. Responsiveness
Requirements needed to establish a balance of internal and external focus:
­ Ensure investment in technologies and processes that are adaptive
­ Build a strong SLM process which is active from the Service Design stage
to the CSI stage
­ Ensure IT involvement in business changes early in the change process
­ Service Operation teams should provide input into the ongoing design and
refinement of architecture and IT services

9. Service Operation
Principles
Achieving Balance in Service Operation
­ Quality of Service vs. Cost of Service
­ Service Operation is consistently required to deliver the agreed level of IT
service to its customers and users, at the same time keeping costs and
resources utilization at an optimal level.

10. Service Operation
Principles
Achieving Balance in Service Operation
­ Quality of Service vs. Cost of Service

11. Service Operation
Principles
Achieving Balance in Service Operation
­ Quality of Service vs. Cost of Service
Service Level Requirements
­ SLR's together with a clear understanding of the business purpose of the
service and the potential risks will help to,
­ Ensure that the service is delivered at the appropriate cost
­ They will also help to avoid:
­ Over sizing of the service
­ Under sizing of the service

12. Service Operation
Principles
Achieving Balance in Service Operation
­ Quality of Service vs. Cost of Service
Requirements for building a balanced quality and cost focus
­ A Financial Management Process and tools;
­ That can account for the cost of providing IT services &
­ Which model alternative methods of delivering services at differing levels
of cost
­ Ensuring that decisions around costs vs. quality are made by the
appropriate managers during Service Strategy and Service Design

13. Service Operation
Principles
Achieving Balance in Service Operation
­ Reactive vs. Proactive
­ A Reactive Organization does not act unless it is prompted by and external
driver
­ A Proactive Organization always looks for ways to improve the current
situation

14. Service Operation
Principles
Achieving Balance in Service Operation
­ Reactive vs. Proactive
Challenges faces by organizations when managing services proactively:
­ The maturity of the organization
­ Role of IT and the mandate
­ The maturity and scope of Knowledge Management in the organization
­ The culture of the organization
­ The level of integration of management processes and tools

15. Service Operation
Principles
Achieving Balance in Service Operation
­ Reactive vs. Proactive
Requirements for building a balanced reactive and proactive focus
­ Formal Problem Management and Incident Management processes,
integrated between Service Operation and Control Service Improvement
­ The ability to be able to prioritize technical faults as well as business
demands
­ Ongoing involvement of SLM in Service Operation

16. Service Operation
Principles
Other Service Operation Principles
All Service operation staff must provide;
­ Timely
­ Professional
­ Courteous
service to allow the business to conduct its own activities.
Proper staff training should be done to ensure proper delivery and support of IT
services
A proficient service provider should place emphasis on recruiting and training
staff

17. Service Operation
Principles
Summary
Now that we have covered basic principles of Service Operation you should
understand and be able to describe;
­ The basic conflict between maintaining the status quo and adapting to
changes in business needs
­ Other service operation principle including:
­ Operation staff involvement to other life cycle stages;
­ Understanding operational health;
­ The need for good documentation and communication

18. Service Operation
If you are unsure of which ITIL Track is best for you, check out this link to the
TechRoots blog below,
OR
If you enjoyed the slide deck and want to learn more about ITIL Service
Operation take a look at this link,
OR
If you are looking for something that was not outlined here you can always view
our website here
Principles