Purpose of Service Operation
Purpose of Service Operation is to make sure services are delivered at agreed levels. Its purpose is to also manage the technology, infrastructure and applications implemented in organization in order to meet cutomers' needs.
In fact this is the the stage in the whole lifecycle where services basically deliver the value to the business because from business point of view this stage has the highest visibility. It is Service Operation staff responsibility to ensure that the value to the business is delivered.
At this stage there may be some confilciting goals appear and it is important to know how to balace this. Some examples are:
- technological, internal IT perception versus external business point of view.
- stability versus responsiveness.
- quality versus time to deliver versus cost of service.
- reactive attitude to supprt services versus proactive activities.
All the conflicts mentioned above are just examples. In practice there are much more of them and each one has to be balanced and maintained by the Service Operatin staff. Excessive focus on one side without balancing another side will result in poor service.
source: ITIL Resources
published: 2009-02-22 01:43:23