Category: Operation

Introduction to Operations

Operation is the production line in the IT factory. This is where the entire responsibility for the IT environment is located, with servers, network, applications

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Service Desk

Service Desk is an important part of the IT organization as it is the primary contact with the business’s users. As well as managing incidents

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Technical Management

Technical Management is the function which is most similar to an organizational unit. It is here the technical expertise is located in the form of

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Application Management

The Application Management function should have control of all applications included in the IT environment. In distinction from Technical Management, the groupings which manage applications

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Request fulfilment

The primary communication channel between IT and the users is the Service Desk function. When a user contacts Service Desk, in principle the issue can

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Incident Management

The IT environment is the most important thing we have in an IT organization. It is where IT services are produced and benefit is supplied

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Coordination

Most IT organizations have limited resources. This means that the resources there is are easily overloaded with issues and assignments, which in turn result in

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Problem Management

Many IT organizations find it difficult to distinguish between incidents and problems. Technical analysts and applications analysts are inquisitive by nature, which results in the

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Operational Maintenance

Everything that will have to be in operation for a substantial period of time needs to be maintained. Most organizations call this preventive maintenance activity.

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