Internationally proven processes of Service Operation

6 practices,

25 detailed processes,

Tenderable role descriptions,

Process documents,

Checklists

Unrestricted reading access to the respective part of the ITSM Process Library,

all content can be downloaded,

German & English

€ 85.-

Implement the required processes with the online-process set of Service Operation with reduced investment in external consulting thus saving time and money

What the online-process set comprises:

1. Processes

1.1. Monitoring and Event Management (Service Management Practice)

• Monitoring and Event Management Practice - Overview

• Detailed processes

  • Organization of Monitoring and Event Management

  • Event Monitoring

  • Event Tracking and Closure

1.2. Service Desk (Service Management Practice)

• Service Desk Practice - Overview

• Detailed processes

  • Incident- and Request Registration

  • First Level Support

1.3. Incident Management (Service Management Practice)

• Incident Management Practice - Overview

• Detailed processes

  • Organization of Incident Management

  • Incident Troubleshooting Second Level

  • Incident Monitoring and Escalation

  • Major Incidents

  • Incident Tracking and Closure

  • User Information

  • Incident Reporting

1.4. Problem Management (Service Management Practice)

• Problem Management Practice - Overview

• Detailed processes

  • Problem Registration

  • Problem Solution

  • Problem Tracking and Closure

  • Review of Major Problems

  • Problem Reporting

1.5. Service Request Management (Service Management Practice)

• Service Request Management Practice - Overview

• Detailed processes

  • Service Request

  • Backup Recovery Request

  • Enlistment and Retirement

  • User Permission Request

1.6. Infrastructure- and Platform Management (Technical Management Practice)

• Infrastructure- and Platform Management Practice - Overview

• Detailed processes

  • Definition of IT Technology Portfolio

  • Management of IT Technology Portfolio

  • IT Operations Management

  • Contingency Activities

2. Glossary

2.1. Process Documents in Service Operation

2.2. Involved Organizational Units in Service Operation

2.3. Involved Roles in Service Operation

2.4. Involved IT Systems in Service Operation

3. All checklists

4. Supporting Material

4.1. General IT Process Landscape

4.2. IT Service Lifecycle according to ITIL^® 4 and ITIL^® 2011

4.3. Service Value System according to ITIL^® 4