Randy Steinberg - Key element guide ITIL service operation

Key Element Guide ITIL Service Operation

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First edition Crown Copyright 2008 Second edition Crown Copyright 2012

First published 2012

ISBN 9780113313631 (Single copy ISBN)

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Acknowledgements

AUTHOR

Randy Steinberg, Migration Technologies Inc.

KEY ELEMENT GUIDE AUTHORING TEAM

David Cannon, BMC Software

Ashley Hanna, HP

Lou Hunnebeck, Third Sky Inc.

Vernon Lloyd, Fox IT

Stuart Rance, HP

REVIEWERS

Best Management Practice and The Stationery Office would like to thank itSMF International for managing the quality assurance of this publication, and the following reviewers for their contributions:

Duncan Anderson, Global Knowledge; John Donoghue, Allied Irish Bank plc; John Earle, itSMF Ireland Ltd; Robert Falkowitz, Concentric Circle Consulting; Padraig Farrell, SureSkills; Siobhan Flaherty, Generali PanEurope; Signe Marie Hernes Bjerke, Det Norske Veritas; Michael Imhoff Nielsen, IBM; Jackie Manning, Bord Gis Networks; Krikor Maroukian, Kings College London; Reiko Morita, Ability InterBusiness Solutions, Inc.; Trevor Murray, The Grey Matters; Gary ODwyer, Allied Irish Banks plc; Benjamin Orazem, SRC d.o.o.; Sue Shaw, TriCentrica; Marco Smith, iCore Ltd; Hon P Suen, ECT Service Ltd; and Paul Wigzel, Paul Wigzel Training and Consultancy.

1Introduction

This key element guide is intended to provide a summary of the basic concepts and practice elements of ITIL Service Operation, which forms part of the core ITIL publication suite.

ITIL is a set of best-practice publications for IT service management (ITSM). ITIL provides guidance on the provision of quality IT services, and on the capabilities needed to support them. ITIL is not a standard that has to be followed; it is guidance that should be read and understood, and used to create value for the service provider and its customers. Organizations are encouraged to adopt ITIL best practices and to adapt them to work in their specific environments in ways that meet their needs.

ITIL is the most widely recognized framework for ITSM in the world. In the 20 years since it was created, ITIL has evolved and changed its breadth and depth as technologies and business practices have developed.

The section numbering in this key element guide is not the same as the section numbers in the core publication, ITIL Service Operation. Therefore, do not try to use references to section numbers in the core publication when referencing material in this key element guide.

1.1THE ITIL SERVICE LIFECYCLE

The ITIL framework is based on five stages of the service lifecycle as shown in , with a core publication providing best-practice guidance for each stage. This guidance includes principles, processes and activities, organization and roles, technology, challenges, critical success factors, and risks. The service lifecycle uses a hub-and-spoke design, with service strategy at the hub, and service design, service transition and service operation as the revolving lifecycle stages or spokes.

Figure 1.1 The ITIL service lifecycle

Continual service improvement surrounds and supports all stages of the service lifecycle. Each stage of the lifecycle exerts influence on the others and relies on them for inputs and feedback. In this way, a constant set of checks and balances ensures that as business demand changes, the services can adapt and respond effectively.

In addition to the core publications, there is also a complementary set of ITIL publications providing guidance specific to industry sectors, organization types, operating models and technology architectures.

The following key characteristics of ITIL contribute to its global success:

• Vendor-neutral ITIL service management practices are not based on any particular technology platform or industry type. ITIL is owned by the UK government and is not tied to any commercial proprietary practice or solution.
• Non-prescriptive ITIL offers robust, mature and time-tested practices that have applicability to all types of service organization. It continues to be useful and relevant in public and private sectors, internal and external service providers, small, medium and large enterprises, and within any technical environment.
• Best practice ITIL represents the learning experiences and thought leadership of the worlds best-in-class service providers.

1.2SERVICE OPERATION KEY ELEMENT GUIDE

ITIL Service Operation provides best-practice guidance for the service operation stage of the service lifecycle.

1.2.1Purpose and objectives of service operation

The purpose of service operation is to coordinate and carry out the activities and processes required to deliver and manage services to business users and customers at agreed levels. Service operation is also responsible for the ongoing management of the technology that is used to deliver and support services.