Services operation

iii

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Contents

OGC’s foreword

viii

Access Management

68

Operational activities of processes covered in other lifecycle phases

72

Common Service Operation activities

79

Monitoring and control

82

5.2

IT Operations

92

vii

Chief Architect’s foreword

58

5.1

vi

Problem Management

4.5

v

List of tables

4.4

4.6

List of figures

5

Preface

ix

Acknowledgements

x

5.3

Mainframe Management

95

1

Introduction

1

5.4

Server Management and Support

95

1.1 Overview

3

5.5

Network Management

96

1.2

Context

3

5.6

Storage and Archive

97

1.3

Purpose

7

5.7

Database Administration

97

1.4

Usage

7

5.8

Directory Services Management

98

1.5

Chapter overview

7

5.9

Desktop Support

98

5.10 Middleware Management

2

Service Management as a practice
2.1

What is Service Management?

11

2.2

What are services?

11

2.3

Functions and processes across the lifecycle 12

Service Operation fundamentals

5.12 Facilities and Data Centre Management

Service Operation principles
3.1

101

5.14 Improvement of operational activities

17

100

5.13 Information Security Management and
Service Operation

6

102

Organizing for Service Operation

105

3.3

Providing service

3.4

Operation staff involvement in Service
Design and Service Transition

3.5

Operational Health
Communication

29

3.7

Documentation

31

Technical Management

121

IT Operations Management

125

Application Management

128

Service Operation roles and responsibilities 140

28

3.6

109

6.6

28

Service Desk

6.4

28

107

6.3

19

Functions

6.2

19

Achieving balance in Service Operation

6.1

6.5

Functions, groups, teams, departments and divisions

3.2

4

99

13

2.4

3

99

5.11