Service Operations and Assessment Phase

Service Operations at ITS

Congratulations. Your service transition is complete and you now have a live service offering.  Using ServiceNow to run your offering will assure that your efforts are recorded and that you will have the KPIs to work on improvement.

Checklist:

  • Operate your service offering using ServiceNow

By using ServiceNow correctly, you will automatically be compliant with the ITIL processes we use at ITS for service delivery. 

Incident

An Incident is an unplanned interruption of a service. Incident Management is the process of effectively detecting, recording, classifying, and resolving Incidents. The goal of Incident Management is to restore service as quickly as possible.

Request

A Request is how your customers request information, access, or any other assistance for your service offering. The goal of the Request Fulfillment process is to make Requests easy to submit and to fulfill them expeditiously and accurately.

Change

A Change is the addition, modification or removal of anything that could affect an IT service. Change Management is the process of recording, evaluating, approving, planning, and implementing a change in a controlled and efficient manner. The main goal of Change Management is to enable beneficial Changes to be made, with minimum disruption of IT services.

Knowledge

Knowledge Management is the process responsible for gathering, analyzing, storing and sharing knowledge and information within an organization. The goal of Knowledge Management is to improve efficiency by reducing the need to rediscover knowledge.

Problem

 A Problem is defined as a cause of one or more Incidents. As the cause is often not known when a Problem ticket is created, the Problem Management Process is responsible for further investigation. The goals of Problem Management are to prevent Incidents from happening, and to minimize the impact of Incidents that cannot be prevented.

Configuration

Configuration Management is the process responsible for maintaining information about Configuration Items (CI) needed to deliver IT services. This information is maintained in the Configuration Management Database (CMDB). The goal of Configuration Management is the proper maintenance of all CIs throughout their lifecycle in support of IT services.