Chapter 10

Delivering the Service: The Service Operation Lifecycle Stage

THE FOLLOWING ITIL FOUNDATION EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

• 2-9. Account for the purpose, objectives and scope of service operation
• 2-10. Briefly explain what value service operation provides to the business
• Unit 3: Generic concepts and definitions
  3-33. The role of communication in service operation
• 6-1. Explain the role, objectives and organizational structures for:
  The service desk function
• 6-2. State the role and objectives of:
  The technical management function
  The application management function
  The IT operations management function

This chapter covers the how the IT service provider organizes to deliver the services to the required standard. The service operation stage is when the service is actually being delivered, and often is a much longer stage than the previous stages of strategy, design and transition. We will cover the purpose, objectives, and scope for each process, along with the value it provides to the business. We will discuss the generic concepts and definitions involved in this lifecycle stage and consider the importance of good communication in achieving successful service operations. Finally, we shall look at the service operation functions identified in ITIL. These are the service desk, technical management, application management and operations management functions.