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Service Operation – Processes

There are a number of key service operation processes that must link together to provide an effective overall IT support structure. Service Operation has following 5 processes:

1. Event Management

2. Incident Management

3. Problem management

4. Request fulfillment

5. Access management

  • Event management: Event management manages events throughout their life cycle. This life cycle includes coordination activities to detect events. Make sense of them and determine the appropriate control action.

  • Incident management: Incident management concentrates on restoring unexpectedly degraded or disrupted services to users as quickly as possible, in order to minimize business impact.

  • Problem management: Problem management involves root cause analysis to determine and resolve the underlying causes of incidents, and proactive activities to detect and prevent future problems/incidents. This also includes the creation of known error records, that document root causes and workarounds to allow quicker diagnosis, and Resolution should further incidents occur.

  • Request fulfillment: Request fulfillement is the process for managing the life cycle of all service requests. Service requests are managed throughout their life cycle from initial request to fulfillment using separate request fulfillment records/tables to record and track their status. They are the mechanism by which users formally request something from an IT service provider. Service requests are transactional and associated with the standard services that a provider is delivering and is associated with a request model that defines any prerequisites, authorizations needed and standard work steps and activities to fulfill it. As part of that request model, standard changes and other types of requests for change (RFC5) may be needed to complete fulfillment actions.

  • Access management: Access management is the process of granting authorized users the rights to use a service while restricting access to non-authorized users. It is based on being able accurately to identify authorized users and then manage their ability to. Access services as required for their specific organizational role or job function. Access management has also been called identity or rights management in some organizations.



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