Service Operations

1Introduction 2Serv. Mgmt. 3Principles 4Process 5Activities 6Organization 7Consideration 8Implementation 9Issues AAppendeces

4. Service Operation Processes

4.1EVENT 4.2INCIDENT 4.3REQUEST FULFILLMENT 4.4PROBLEM 4.5 ACCESS 4.6OTHER OPERATIONS

The processes listed in paragraph 2.4.5 are discussed in detail in this chapter. As a reference, the overall structure is briefly described here and then each of the processes is described in more detail later in the chapter. Please note that the roles for each process and the tools used for each process are described in Chapters 6 and 7 respectively.

In addition, there are several other processes that will be executed or supported during Service Operation, but which are driven during other phases of the Service Management Lifecycle. The operational aspects of these processes will be discussed in the final part of this chapter and include:

[To top of Page]


Visit my web site