Service Operations Toolkit 10

What does it do for IT?

Ensures operational effectiveness in common areas of service operations

Enable the successful operations and support of a new service by ensuring all infrastructure, applications, monitors, policies, procedures and training are in place to successfully deliver the service at expected Service and Operating Levels
Successfully monitor, track, report and manage events, issues, and problems that occur in the operating environment
Successfully manage scheduled and unscheduled changes required to the operating environment and infrastructure without disruption of service

What does it do for the Business?

Track the health of the IT operations that deliver and manage the customers’ service. Ensures that the service is delivered as promised including the help desk and metrics

3 areas with 24 sub-areas that focus on standing up an operating environment for a service, managing the delivery of a service and changes to the service operating environment and infrastructure within expected Service and Operating Levels

Included the Service Operations

Service Operations Assessment
Training Modules for APIs
Service Operations Data Model
Process APIs for:
- Service Operations Governance (SOG)
  - Service Operations Governance Workflow
  - Operations Governance Model & Metrics
  - Application & Operations Monitoring, Tracking, Reporting & Management
  - Service Performance Monitoring, Tracking, Management & Reporting
  - Routine Service Health & Performance Audits
- Service Delivery Management (SOM)
  - Service Delivery Management Workflow
  - Monitoring, Tracking, Management & Reporting of Service Operations
  - Service Request Management
  - Service Demand Management
  - Service Access Management
  - Availability Management
  - Security Management
  - Demand Management
  - Capacity Management
  - Service Continuity Management
  - Operations Change Management
- Service Operations Management (Operations)
  - Service Operations Management Workflow
  - Service Operations CAB & Change Management
  - Event Management
  - Incident Management
  - Problem Management
  - Operations Change Management
  - Operations Readiness Review
  - Release Management
- Service Operations Change Management (SOCM)
  - Service Operations Management Workflow
  - Service Operations CAB & Change Management
  - RFC Intake & Management
  - RFC Classification & Prioritization
  - RFB Authorization
  - Release Planning & Management
  - Post Implementation Review