Important note on managing technology

Common Service Operation activities

Chapter 4 dealt with the processes required for effective Service Operation and Chapter 6 will deal with the organizational aspects. This chapter focuses on a number of operational activities that ensure that technology is aligned with the overall Service and Process objectives. These activities are sometimes described as processes, but in reality they are sets of specialized technical activities all aimed at ensuring that the technology required to deliver and support services is operating effectively and efficiently.

These activities will usually be technical in nature – although the exact technology will vary depending on the type of services being delivered. This publication will focus on the activities required to manage IT.

It is tempting to divorce the concept of Service Management from the management of the infrastructure that is used to deliver those services.

In reality, it is impossible to achieve quality services without aligning and ‘gearing’ every level of technology (and the people who manage it) to the services being provided. Service Management involves people, process and technology.

In other words, the common Service Operation activities are not about managing the technology for the sake of having good technology performance. They are about achieving performance that will integrate the technology component with the people and process components to achieve service and business objectives. See Figure 5.1 for examples of how technology is managed in maturing organizations.

Дата добавления: 2014-12-23