Well designed and implemented processes are of little value when the day-to-day fulfillment of these processes is not well organized. Nor are service improvements possible when the day-to-day performance measuring and data gathering activities are not fulfilled systematically during the Service Operation.
Objectives
The goals of Service Operation are to coordinate and fulfill activities and processes required to provide and manage services for business users and customers with a specified agreed level. Service Operation is also responsible for management of the technology required to provide and support the services.
Scope
Service Operation is about fulfilling all activities required to provide and support services. These include:
Services
Service-management processes
Technology
People.
Optimizing the Service Operation Performance
Service Operation can be improved in two ways:
Long-term incremental improvement: This is based on the review of the performances and output of all longer-term Service Operation processes, functions and output; examples include putting new tools into use or changes in the design process
Short-term ongoing improvement of existing situations within the Service Operation processes, functions and technology: These are small changes that are implemented to change the fundamental significance of a process or technology; examples are tuning, training or staff transfers.
