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Sunday, December 25, 2011

Introduction to Service Operation


Service Operation is the phase of the IT Service Management Lifecycle that is responsible for ‘business as usual’ activities. If services are not utilized or are not delivered efficiently and effectively, they will not deliver their full value, irrespective of how well designed they may be. It is Service Operation that is responsible for utilizing the processes to deliver services to users and customers.

Service Operation is where the value that has been modeled in Service Strategy and confirmed through Service Design and Service Transition is actually delivered. Without Service Operation running the services as designed and utilizing the processes as designed, there would be no control and management of the services. Production of meaningful metrics by Service Operation will form the basis and starting point for Service Improvement activity.

A Real Life Example:

Let us say ABC Bank comes to XYZ IT services company to design an Internet Banking Website. After the Service Strategy, Service Design & Service Transition, XYZ IT Services has delivered the website www.abcbank.com where the customers of ABC Bank can login and perform banking transactions. However, unless the Website is up and operational, there is no point in the Strategy, Design & Transition of the website happening. If the website isnt operational, what is the value that was created by these 3 phases that happened before?

Its pretty useless right? That is why, the Service Operation phase is extremely vital and is an integral part of the Service lifecycle.

Previous: Challenges in Service Transition

Next: Goals of Service Operation

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