ITIL (Information Technology Infrastructure Library) comprises of a set of best practices that imparts businesses with practical and strategic guidance for IT service management. The ITIL framework involves identifying, planning, delivering and supporting IT services, which can be applied with an ultimate motive of improving productivity and cutting costs.
In order to enable business transformation and growth, ITIL adopts a ‘Service Lifecycle’ approach to IT services, focusing on five key practices: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement. Each stage is dependent on the other life cycle stages for inputs and feedback, and relies on service principles, processes, roles and performance measures.
ITIL – Service Operation
ITIL Service Operation life cycle stage ensures that IT services are delivered effectively and efficiently – as per SLAs. It involves the monitoring services, fulfilling user requests, resolving incidents, fixing issues, as well as carrying out routine operational tasks. Successful service operation needs effective planning, collaboration, a proactive approach to preventing issues from happening, and a swift and effective problem management process.
The ITIL Service Operation includes five processes:
- Request fulfillment
- Incident management
- Problem management
- Access management
- Event management
Challenges Faced In Service Operation Phase
Businesses face a few challenges when it comes to service operation phase. A key challenge is to deliver IT services in a resourceful and efficient manner that enhances its value for users and consumers. In order to achieve this, operational activities need to be properly organized and executed. Another challenge for the operations staff is to understand and manage the end-to-end service operation and delivery, including technical and business perspective, rather than just the separate components or ‘silos’. For this, they would require processes and support tools.
Since many services are provided by one or more internal or external suppliers, understanding and managing the all the service processes with components that are provided externally while also managing process workflows within organizations. Adapting and responding effectively to the changing demands of users and customers to best suit their needs keep service providers under constant pressure.
How Adopting ITIL For Service Operation Can Benefit Organizations?
Selecting and adopting ITIL best practices can significantly help organizations in the Service Operation phase. The following are some major advantages of adopting ITIL:
Increase Business Efficiency
Application of ITIL principles into everyday service operation tasks improves overall business efficiency as they enable quick and effective access to standard services, which helps the staff to improve productivity or quality of business services and products without requiring additional support.
Reduce Unplanned Labor and Costs
Service Operation phase revolves around effective and efficiency delivery and support of agreed IT services. Implementing ITIL will help businesses to better handle service outages and recognition of their root causes, ultimately reducing impromptu labor and associated expenses.
Reduce Service Downtime
Users and customers pay for a service that performs as needed and is always available when required. ITIL best practices in service operation phase enable business and customers to take full advantage of the value the received services by reducing the duration and frequency of service outages.
Better Decision Making
Good decisions make or break business processes. ITIL provides operational results and data that can be used by ITIL processes for continual improvement of services and better investment decision making. With this, you can understand which services are financially beneficial and eliminate those service operation programs that don’t boost the revenue or getting poor reviews from users and customers.
Customer Satisfaction & Retention
Customers value businesses that deliver optimal services and communicate effectively. If customers don’t see value in the services they are being offered, they would certainly look for more affordable options. ITIL ‘best practices’ ensure higher service satisfaction among consumers and thus result in better customer retention.
Meet Organization’s Security Objectives
Adopting and implementing ITIL practices in Service Operation ensure security in a way that IT services will be accessed only by those in the organization authorized to use them.
By adopting these efficient ITIL practices, organizations can certainly increase overall productivity and profit. However, all these benefits can be relished only if the Service Operation phase is carried out the right way. The Service Operation certification training is highly recommended for professionals who want to learn successful management of their business products and services and boosting business income. QuickStart is the ideal place for those looking for ITIL Service Operation module training.
QuickStart – A Perfect Place For ITIL Training
Enhance your competitive edge with training for Service Operation module of the ITIL Service Lifecycle. As the demand for efficient and effective delivery of IT services continue to increase, the role of skilled ITIL professionals will keep growing. QuickStart, a pioneer of IT technical and developer training, provides you a solid foundation to transform your career growth.
QuickStart offers the ITIL Service Operation course that focuses on delivery and control process activities, and aim for a steady state of managing IT services. This ITIL SO online course covers the management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. Individuals must have passed the ITIL Foundation Exam before attempting this ITIL Service Operation certification exam.
QuickStart provides personalized learning experience using high impact instructional methodology. The courses are carefully designed to fit students’ own pace of learning. Certified ITIL Service Operation professionals can easily get a job in top technology companies and also get three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle (MALC) module.