Service Operation 3 of 3: The Functions

We saw abut the 5 processes under Service Operation. 

There are also 4 functions (and 2 sub-functions) under Service Operation. They are Service Desk,  Technical Management, IT Operations (the subfunctions are Operations Control & the Facilities Management) and Application Management.

Now the Functions:
Functions refer to the people (or roles) and automated measures that execute a defined process, an activity or combination of both. The functions within Service Operation are needed to manage the ‘steady state’ operation IT environment. The IT Functions define the different roles and responsibilities required for the overall Service Delivery and Support of IT Services. Functions can be logical entities and may not  have to be formed as equivalent organizational structures.


1) Service Desk:

Service Desk  is the Single Point of Contact between the Service Provider and the Users. Service Desk normally manages Incidents and Service Requests, and also handles communication with the Users.

The Service Desk support the agreed IT service provision by ensuring the accessibility and availability of the IT organization and by performing various supporting activities, such as request fulfillment, communication, incident resolution, execution of standard changes etc.

Points to remember: 

  • The three structures of Service Desk are Local, Centralized and Virtual (also referred to as Follow the Sun, when enduring a 24x7 support using Service Desks at various countries) 
  • Single point of Contact is seen from the user’s perspective. because different users can contact different Service Desks as long as each user has only one single contact point. The SPOC is also the means to ensure that all user requests are logged and tracked by a dedicated function.
2) Operations Management:

Operations management performs the daily operational activities needed to manage the IT Infrastructure, to the defined performance standards. The function performs many of the logistical activities required for the effective and efficient delivery and support of services.(e.g. Event Management). Maintenance of the ‘status quo’ to achieve stability of the organization’s day to day processes and activities, including quick resolution of issues.

The sub-functions of Operations management are

  1. IT Operations Control is to ensure routine operational tasks are carried out. Also provides centralized monitoring and control activities, using an Operations Bridge or Network Operations Center and does Event Management
  2. Facilities Management is for the management of the physical IT environment, usually data centers or computer rooms

Points to remember: 
  • The Operations Control looks after Event management, Console management, Job scheduling, Backup/restore, Printing etc.
  • The Facilities management looks after the datacenters, computer rooms, recovery sites, cooling of system environment etc. 

    3) Technical Management:

    Technical management  is the custodian of technical knowledge and expertise related to managing the Applications, through out theLifecycle of Applications. Provides technical skills needed to support the ongoing operations of the IT infrastructure – to design, test, release and improve IT services.

    Points to remember: 
    • Supports / helps the Service Design process by providing inputs on the Technical Infrastructure. 
    4) Application Management:

    Application management  is the custodian of Application knowledge and expertise related to managing the IT. Provides technical skills needed to support the ongoing operations of the Application infrastructure – to design, test, release and improve IT services.

    Points to remember: 
    • Supports / helps the Service Design process by providing inputs on the Applications. 
    • Helps a Buy or build decision
    • Might overlap with Application Development in several Organizations.

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