What is a Service Operation? What Does It Do?

Service operation involves the coordination and realization of the activities and processes necessary to provide and manage services to the business side and customers at a certain agreed service level. It is also responsible for managing the technology required to deliver and support services. Service operation is one of the key stages of the service life cycle. In addition, service improvement will not be possible if daily performance monitoring, benchmarking and data collection activities are not systematically carried out in the service operation. Responsible for the realization of processes that optimize service costs and quality within the service life cycle. In addition, it is responsible for the effective functioning of the components that support the service.



Apart from that, the following steps should be followed in order to balance within the service operation:

  • It has to try to set a balance between conflicting priorities in changes in the business – technical environment. Service Operation, on the one hand, has to ensure that the IT infrastructure is stable and available.
  • On the other hand, it has to accept that business needs have changed and adopt change as a normal activity.

Personnel Impact

It is essential that service operations personnel are involved in service design and service transition, and even in service strategy if needed. Communication is the main point in service operation. IT teams and departments, users, external customers, and Service operations teams need to communicate effectively with each other. There are some core service operation processes that must be interconnected to provide an effective IT support structure as a whole.

Service Operation Activities

Activities required for service operation are monitoring and control, IT operations, facilities and data center management. Facilities management, for example, consists of building management, equipment hosting, power management, transportation and pickup. The primary purpose of the service desk is to give the user the support they need as quickly as possible. It also identifies actual resources to support the ITSM lifecycle. Control of IT operations that ensure the performance of routine operational tasks, and facilities management for the management of the physical IT environment, usually data centers or computer rooms. Application management also plays an important role in the design, testing and improvement of applications that are part of IT services. One of the most important decisions in application management is the more effective question of whether to purchase an application that supports the required functionality or to develop it in-house according to application organization requirements.