Services operation
iii
|
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
|
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