Join Mark Thomas for an in-depth discussion in this video Value to the business of Service Operation, part of Cert Prep: ITIL Foundations.
- Okay, all of the phases of the live cycle are extremely valuable to the business if you think about a strategy, what the value is, what the services are, how we want to support them and so on. Service design, what are the aspects and what are the design of that service? Service transition, we're deploying that new or changed service. But service operation is the only one of these phases that truly is visible to the customer, so I like to think of it as waterline, right? Service strategy, design, transition, it's kind of bellow the water line, right? So, customers are involved of course, but once that service meets and gets deployed into what we may call the production environment or operational or live environment it now comes up and is visible.
So that service now, the way it performs, the way we behave, the way we support it are now seen on a daily basis and sometimes on a second by second basis on how we support that. That's why service operation is very valuable to the business, we've got a lot of processes here that help us respond to certain things that take place. So, what are the things that service operation does, it helps us reduce unplanned labor costs. That's the goal, if we do strategy design transition effectively, our support, the labor cost, should be lower.
Why? Well Because we have fewer incidents, we have fewer problems we are dealing with, those kind of things. And we may even be looking at proving our customers self-help capabilities to be able to do things, self-provisions of things or self-fulfill some things themselves so we can reduce some of those costs. And hopefully, what we are doing is reducing the frequency and duration of outages. Now, where we talked about a process over here called incident management, what we want to do is restore service as quickly as possible, problem management, right? We're seeking to reduce the number of those recurring errors and therefore if we do have an incident we want to be sure it has less effect on the business.
Meaningful management of information, we can collect data, we can collect a lot of great information from the tools that we have, remember? We don't have the process understood before the tool but a tool can give us great management information on trending, on looking at those types of things to help us look at improvement as a part of CSI. Organizational security requirements, one of the things that we can do here is obviously, in a service operation, with access management. Access is a very big deal, when we are allowing people, allowing users, contractors, employees to have access to certain services, so we're linking that back to back to the security policy making sure that we can control that access to meet those security requirements.
Standardized services, so we can improve the productivity got that, right and then obviously promoting automation as much as possible, take the service to our customers and if we are looking down this path give them self-service capability types of opportunities. Again, this is where the service or the value of what we've done in service strategy design and transition becomes very visible to the customer, in service operation.
ITIL® is a registered trade mark of AXELOS Limited. This ITIL Foundations course is offered by Interface Technical Training, ATO of EXIN.
Skill Level Advanced
Qualification scheme3m 51s
1. Service Life Cycle
2. Service Management as a Practice
3. Key Principles, Models, and Concepts
4. Life-Cycle Phases
5. Life-Cycle Processes: Part One
6. Life-Cycle Processes: Part Two
7. Service-Management Functions
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