ITIL offers a standard and widely accepted approach to managing the business and IT services.
Challenges in Service Operation
The key problem in service operation is the delivery of daily services while maintaining value. Services staff need an overall view of the service operation to manage threats and to secure the service. The challenge is to offer an end to end service that includes the business perspective and technical point of view, not just the separate components.
Benefits of adopting ITIL for Service Operation
Selecting and adopting the best practices in the Service Operation publication will help an organisation to deliver significant benefits such as:
- Reduce unplanned resource and costs through better handling of service outages and identification of their causes
- Enable the business and customers to add value from the services they are receiving by reducing downtime
- Facilitating continual improvement and better investment decision-making by providing operational results and data for decision support
- Enable users to improve their productivity or the quality of business services and products by providing quick and efficient access to standard services
- Meet the aims of the company’s security policy by ensuring that IT services will only be accessed by those authorised to use them.
ITIL Operating documentation is essential to:
- Support activity planning (Capacity and Configuration Management
- Manage growth/time to market (Change Management, Release and Deployment Management)
- Reduce error rates (Commissioning procedures, Quality Assurance, Checklists)
- Conform to Regulatory and Compliance requirements (Health & Safety)
- Maintain Security Levels (Information Security, Access Management)
- Risk Reduction
- Operational activities (Event Monitoring, Incident Management, Request Management, Infrastructure Support)
- Knowledge Management (CMDB, Knowledgebase)
- Simplify access to information (online information and forms)
- Communication of effectiveness measures (CSFs, KPIs and Management Reporting
