In ITIL lifecycle, the service operation stage is the only phase which service actually transmit value to the business.In order to increase the quality of IT service, it is necessary to focus on it. This essay will discuss the primary activities in service operation in ITIL, then compare and relate to COBIT. The purpose of Service Operation is that implement the activities and processes which need to deliver and provide guidance and coordination and manage agreed level service to users and customers through the ongoing management method which is used to support and deliver service. There are five primary processes in service operation stage: Incidence Management, Event Management, Problem Management, Access Management and Request Fulfilment (Juan, J.S.P., Eugenio, F.V., & Antonio, M.O. 2013). Compare to COBIT, there are two processes which are able to satisfy to service operation stage in ITIL. The first one is the Manage Service Desk and Incidents in Deliver and Support stage of COBIT match the incidence management in ITIL. The goal of incident management is to recover normal service as soon as possible as well as to reduce the adverse effect on business operation (Cartlidge, A., Hanna, A., Rudd, C., Macfarlane, I., Windebank, J., & Rance, S. 2007). By comparison, COBIT set a series of control objectives which reflect the main processes in DS8 stage. They are all listed in flow charts below. The high number of similar parts reflects the similar objectives and thinking in both ITIL and COBIT. But the processing method classification of COBIT is more specific than ITIL because COBIT has more detailed processes than ITIL, which ITIL does not cover. Figure 1
( Cartlidge, A., Hanna, A., Rudd, C., Macfarlane, I., Windebank, J., & Rance, S. 2007) & (IT Governance Institute. 2007) Figure 1
( Cartlidge, A., Hanna, A., Rudd, C., Macfarlane, I., Windebank, J., & Rance, S. 2007) & (IT Governance Institute. 2007) Secondly, problem management...
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