IT Operations Management. Technical Management

Technical Management

Service Desk

Functions within Service Operation

Access Management

Access Management is the process of granting authorized user s the right to use a service, while restricting access to non-authorized users. It is based on being able accurately to identify authorized users and then manage their ability to access services as required during different stages of their Human Resources (HR) or contractual lifecycle. Access Management has also been called Identity or Rights Management in some organizations.

Processes alone will not result in effective Service Operation. A stable infrastructure and appropriately skilled people are needed as well. To achieve this, Service Operation relies on several groups of skilled people, all focused on using processes to match the capability of the infrastructure to the needs of the business.

These groups fall into four main function s, listed here and discussed in detail in Chapter 6.

The Service Desk is the primary point of contact for users when there is a service disruption, for Service Request s, or even for some categories of Request for Change. The Service Desk provides a point of communication to the users and a point of coordination for several IT groups and processes

Technical Management provides detailed technical skills and resource s needed to support the ongoing operation of the IT Infrastructure. Technical Management also plays an important role in the design, testing, release and improvement of IT Service s. In small organizations, it is possible to manage this expertise in a single department, but larger organizations are typically split into a number of technically specialized departments.

IT Operations Management executes the daily operational activities needed to manage the IT Infrastructure. This is done according to the Performance Standard s defined during Service Design. In some organizations this is a single, centralized department, while in others some activities and staff are centralized and some are provided by distributed or specialized departments. IT Operations Management has two functions that are unique and are generally formal organizational structures. These are:

• IT Operations Control, which is generally staffed by shift s of operators and which ensures that routine operational tasks are carried out. IT Operations Control will also provide centralized monitoring and control activities, usually using an Operations Bridge or Network Operations Centre.
• Facilities Management refers to the management of the physical IT environment, usually data centres or computer rooms. In many organizations Technical and Application Management are co-located with IT Operations in large data centres.

Дата добавления: 2014-12-23