ITSM Wiki - ITIL® Service Operation

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Service Operation Best Practice
according to ITIL^® and ISO 20000
Service Operation is in charge for the efficient and effective operation of the IT Services ensuring controlled IT operation monitoring of IT Services and IT Infrastructure elimination of incidents elimination of problems user support.		Reading Access ITSM Service Operation € 85.- Reading Access ITSM Process Library € 348.-

Processes of ITSM Service Operation in detail

ITIL^® and ISO 20000		ITSM Process Library

Event Management		Event Management
Incident Management		Incident Management
Request Fulfillment		Service Request
Problem Management		Problem Management
Access Management		Access Management
		Operations Control

Main information flows and interfaces of ITSM Service Operation

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(Documents within information flows only visible in our ITSM Process Collections)

Responsible roles of Service Operation

IT Operations Manager

Incident Manager

Problem Manager

Access Manager

Performance indicators of Service Operation

KPIs of Event Management

KPIs of Incident Management

KPIs of Problem Management

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