Continual Service Improvement

Service Operation

Service Transition

The Service Transition volume provides guidance for the development and improvement of capabilities for transitioning new and changed services into operation s. This publication provides guidance on how the requirement s of Service Strategy encoded in Service Design are effectively realized in Service Operations while controlling the risk s of failure and disruption. The publication combines practice s in Release Management, Programme Management and Risk Management and places them in the practical context of Service Management. It provides guidance on managing the complexity related to changes to services and Service Management process es, preventing undesired consequences while allowing for innovation. Guidance is provided on transferring the control of services between customer s and service provider s.

This volume embodies practices in the management of Service Operation s. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services so as to ensure value for the customer and the service provider. Strategic objective s are ultimately realized through Service Operations, therefore making it a critical capability. Guidance is provided on how to maintain stability in Service Operations, allowing for changes in design, scale, scope and service levels. Organizations are provided with detailed process guideline s, methods and tools for use in two major control perspective s: reactive and proactive. Managers and practitioners are provided with knowledge allowing them to make better decisions in areas such as managing the availability of services, controlling demand, optimizing capacity utilization, scheduling of operations and fixing problem s. Guidance is provided on supporting operations through new model s and architecture s such as shared services, utility computing, web services and mobile commerce.

This volume provides instrumental guidance in creating and maintaining value for customers through better design, introduction and operation of services. It combines principles, practices and methods from Quality Management, Change Management and Capability Improvement. Organizations learn to realize incremental and large-scale improvements in service quality, operational efficiency and business continuity. Guidance is provided for linking improvement efforts and outcome s with Service Strategy, Service Design and Service Transition. A closed-loop feedback system, based on the Plan–Do–Check–Act (PDCA) model specified in ISO/IEC 20000, is established and capable of receiving inputs for change from any planning perspective.

The day-to-day operational management of IT Service s is significantly influenced by how well an organization ’s overall IT service strategy has been defined and how well the ITSM processes have been planned and implemented. This is the fourth publication in the ITIL Service Management Practices series and the other publications on Service Strategy, Service Design and Service Transition should be consulted for best practice guidance on these important stages prior to Service Operation.

Service Operation is extremely important, as it is on a day-to-day operational basis that event s occur which can adversely impact service quality. The way in which an organization’s IT infrastructure and its supporting ITSM processes are operated will have the most direct and immediate short-term bearing upon service quality.

Дата добавления: 2014-12-23