What is service operation in ITIL?

What is service operation in ITIL?
Written by Madhuri Boinwad

When it comes to organizing and implementing service management strategies, you may face challenges to steadily manage your state and keep all on the same page. IT continues to adapt and change as companies grow and react to emerging technology. Optimizing your ITSM in response to changing customer demands is one of the constantly changing objectives.

To support their ITSM needs, numerous companies have adopted the Information Technology Infrastructure Library (ITIL) framework.

What is ITIL?

ITIL consists of best practices, which give enterprises practical and strategic guidance to manage IT services. The ITIL framework involves IT services identified, planned, delivered, and supported to improve productivity and reduce costs.

ITIL adopts a ‘Service Lifecycle’ approach to IT services to allow business transformation and growth. The service operation comes right after the service transition in the ITIL service lifecycle. As a reminder, the life cycle of the ITIL service includes:

  • Service Strategy
  • Service Design
  • Service Transition
  • Service Operation (you are here!)
  • Continual service improvement

Let’s now know about ITIL lifecycle service operation.

What is Service Operation (SO)?

The service operation phase involves the processes necessary for providing and managing services at the agreed levels for business users and customers. Moreover, this phase is responsible for ongoing technology management for delivering and supporting services.

Improve your competitive edge with ITIL training for the ITIL service lifecycle’s service operation. With the increasing demand for efficient and efficient IT services, the role of ITIL experts continues to grow. The SO module is one of the ITIL® Service Lifecycle workflow certifications. This module focuses on the principles, processes, and functions that enable organizations and people to manage the performance of their products and services effectively. It can also contribute to improving the management of their IT services.

Service operations help to provide ITSM support through five main processes and four features that deal with daily tasks, user requests, problem resolving, infrastructure management, and more. If the five processes are successfully implemented, they strengthen the IT support structure of an organization.

The SO module focuses on the performance and coordination of activities that permit the continuous management and operation of the products or services developed or carried out throughout the IT service lifecycle service strategy, design, transitional stages, and any technologies resources used to provide them.

Business scope and value

The service operation deals with the activities and the technologies that are part of a service. It also includes the process management and the people that drive demand for services and products from the organization.

The service operation phase involves implementing and evaluating plans, designs, and improvements from previous stages. The service operation is where the real value is shown from a customer’s point of view.

Adoption of a consistent approach to service operation is the following vital benefits for business:

  • Ensures efficient and effective services

The ITIL Service Operation phase guides efficient, effective service delivery and support. In the ITIL Service Operation, a service meets its end customers and directly affects customer perception in services. Therefore, to maximize client value and satisfaction, the service operations phase should ensure effective and efficient operation of the services.

  • Protects service value

In the service operations phase, the value of a service for the customer and the service provider is also secured. End-users can see the value of a service created at the service operation stage in the previous ITIL service lifecycle.

  • Attain strategic goals

In the service operation stage, the company’s objectives and IT strategies are achieved. During the ITIL Service Strategy stage, business vision and strategy are developed. 

During ITIL Service Design phases, services or updates to existing services are then designed. New or modified services are put into life in the ITIL Service Transition stage, after building, testing, verification, and implementation. In the ITIL service operation phase, the business strategy and the vision meet their customers. New or changed services are developing, and their customers are achieving business goals and dreams.

  • Ensure operational stability

The service operation phase also guarantees operational stability. Consistent and healthy services are delivered to final customers to improve customer satisfaction and their perceived service value.

Key principles

Balance and communication are the main principles that guide the service operation phase. This phase’s success depends on a delicate balance between conflicting needs and efficient communication directly between teams and departments.

An organization that focuses only on outside needs can make promises that it cannot fulfill. In contrast, an organization that only concentrates on internal IT can offer costly services with low value.

A strong emphasis on stability can lead to negligence of business requirements. In contrast, the focus on response can lead to unstable IT services.

Too much focus on costs could lead to a lack of agreed levels of service. In contrast, overcrowding can lead to an emphasis on quality.

A reactive organization, a proactive organization, always seeks ways to improve, awaits for events before any event.

More about Service Operation

One of the core concepts of ITIL, SO emphasizes the importance of measuring the user experience rather than simply monitoring all sensitive components of the infrastructure.

The consumption of IT resources for Service-Software (SaaS), Platform as a Service (PaaS), and Infrastructure as a Service (IaaS) depends entirely on the availability of IT assets. Operations should be agile and performance-effective; otherwise, users will seek alternative solutions to enable business results, creating new risks and complexities.

For those who interact with the services they provide, IT must create a ‘customized’ experience. This experience should broaden the concept of self-service for the user and work with mobile computing platforms efficiently.

Ending words

ITIL® is one of the most commonly used ITSM frameworks. In the service life cycle, the service operation phase plays a crucial role in determining the roles, functions, and activities required for things to happen.

The service operation phase involves delivering and administering services at the agreed level to business users and customers. Moreover, this phase is responsible for ongoing technology management for providing and supporting services.

Understanding Service Operations best practice allows organizations and IT teams to sustain, maintain and provide efficient resources for their users and maintain products and services.

About the author

Madhuri Boinwad

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