Well designed and implemented processes are of little value when the day-to-day fulfilment of these processes is not well organized. Nor are service improvements possible when the day-to-day performance measuring and data gathering activities are not fulfilled systematically during the Service Operation. The goal of Service Operation are to coordinate and fulfil activities and processes required to provide and manage services for business users and customers with a specific agree level. Service Operation is also responsible for management of the technology required to provide and support the services. The Topics are covered: Event Management Incident Management Request Fulfilment Problem Management Access Management Monitoring and Control IT Operations Service DeskThere was lots of complaining about how the books took too long to say very little. The Management Guides are a good alternative for those who want a quick reference.
|Title||:||Service Operation Based on ITIL® V3|
|Author||:||Jan van Bon|
|Publisher||:||Van Haren Publishing - 2008|