Service Operation involves coordinating and carrying out activities and processes required to provide and manage services for business users and customers within a specified agreed service level. Service Operation is also responsible for management of the technology required to provide and support the services.
The main objectives of Service Operation are to maintain business satisfaction and confidence in IT through effective and efficient delivery support of agreed services; to minimise the impact of service outages on day-to-day business activities; and to ensure that access to agreed IT Services is only provided to those authorised to receive those services.
The processes, functions, organisation and tools used to underpin the ongoing activities required to deliver and support ongoing activities Include:
Selecting and adopting the best practice will assist organizations in delivering significant benefits. Adopting and implementing standard and consistent approaches for Service Operation will deliver significant benefits:
Provide a basis for automated operations, thus increasing efficiencies and allowing expensive human resources to be used for more innovative work, such as designing new or improved functionality or defining new ways in which the business can exploit technology for increased competitive advantage.
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