Service Operation

Services only deliver value once they are live and being used by customers to achieve business outcomes. Service Operation manages the technology used to deliver services and collects information on service performance, and other defined service metrics. Service Operation is vital for effective service management. Services can be well designed and transitioned smoothly, but they still need to be managed in the live environment to ensure they keep working well.

Scope

Service Operation ensures achieving efficient and effective day-to-day delivery and support of services to customers and business users.

Objectives

manage and deliver services at the levels agreed with business users and customers
achieve balance through round-the-clock operations practices: stability vs. responsiveness, reactiveness vs. proactiveness, quality vs. cost, services vs. technology

Values

reduce the impact and frequency of outages
provide access to standard services
provide data to justify investment