Assignment - Service Operations and Processes
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Abstract - The following paper explains the five processes and the four functions that are included in service operations. These various topics have been addressed, and its specific attributes have been discussed. A peer-reviewed journal article on event management has also been chosen for further summarization and conclusion of the stated points.
Keywords: service operations, event management, service desk.
This assignment will center on Service Operations and the processes contained in this ITIL book.
Part 1 - Name the 5 processes that are included in Service Operations.
a. Give a short paragraph summary about each one.
Answer - The five processes that are included in service operations can be summarized as given below -
Event management: The primary objective of this service operation process is to ensure that the monitoring of the Cis are done in a constant manner. It also sorts, filters and categorizes the events to make it easier to choose an appropriate course of action.
Incident management: This helps to restore the required service to its prior state as soon as possible.
Request fulfilment: This is the process that handles the requests for tasks such as password changes, creating new user IDs and emails, and so on.
Access management: This service operation process is concerned with granting rights to the users who have the permission or authority to use a particular service.
Problem management: This process is aimed at finding out the underlying cause of the problems that arise with the intention to avoid similar incidents in the future.
b. State the value of each process to the business.
Answer - The value that each process brings to a business can be indicated as below -
Event management: With its help, incidents can be detected at an early age, and it also does away with the need for intensive monitoring of the resources and processes.
Incident management and request fulfilment: Incident management adds value to the business by ensuring the quick restoration of IT services, while request fulfilment helps address the demands of the users.
Access management: It enables employees to fulfill their job roles effectively, while allowing the business to maintain complete confidentiality of the information.
Problem management: It ensures that the recurring errors are minimized, and the subsequent problems prevented in the business.
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Part 2 - Services Operations is the book that contains the functions defined in ITIL. Name the four functions.
a. Give a short summary of each one.
Answer - The four functions in service operations can be summarized as -
Service desk: This is the first point of contact and has an important role when it comes to consumer satisfaction. The activities of the service providers and the end-users are coordinated by the service desk.
Technical management: The staff for technical management is responsible for the overall management of the entire IT structure.
IT operation management: This unit is vested with the responsibility of managing the everyday tasks of the business.
Application management: This is responsible for the management of the various applications and software that are needed throughout the service lifecycle.
b. Describe at least one attribute or responsibility of each of the functions.
Answer - The four functions in service operations have the following attributes or responsibilities -
Service desk: Escalation of incidents and service requests that could not be fulfilled within the assigned timelines, communication with the users, conducting of customer satisfaction calls, and closure of resolved requests and incidents.
Technical management: Overall responsibility of decision-making and control over the technical department, ensuring that the senior management is up to date with the relevant technical issues, and provision of technical knowledge in areas that require it.
IT operation management: Overall management of the activities and events within the IT infrastructure, and the maintenance of the physical facilities of the environment.
Application management: Responsible for the management of applications, vendors, and in assessing risks in addition to designing and executing tests for the functionality of the IT services.
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Part 3 - Perform a scholarly literature review and find a case study that involves one or more of the processes in Service Operation.
a. Summarize the case study.
Answer - Summary of the case study
The paper, "The development of competitive advantage through sustainable event management," narrows down the event management options that would be sustainable in the context of the private sectors. The primary or basic approach to sustainability is rooted in profiteering, while the roots of event management are entwined together with both the social conscious and the environmentally conscious.
b. Provide any conclusions from that case study.
Answer - Conclusions
The paper concludes that there is no one definition that can be attributed to sustainable events, as the public sector can adopt policies that are sustainable, while the private sector might achieve profits from its competitive advantage. Moreover, there needs to be a better understanding regarding the sustainable events with regard to competitive advantage.
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