Service Operations coordinates and executes all processes and activities, which are relevant for providing and managing services. The execution is based on defined Service Level Agreements. These agreements are based on business users and customers. Service Operations reduce the effort and costs in case of service interruptions through Event Handling and it’s monitoring. Further the duration and frequency of interruptions are reduced; Probleme Management supports this for long term solutions. As most imput is generated in Service Operations, this discipline is also a source for service improvements via Continual Service Improvement and Service Level Management. Also Access Management aims are realized, like policies or compliance topics of customers. Via Request Fulfilment, standard services are provided quickly and efficient, while providing a stable fundament for service automatization, e.g. self-services.
Service Operations must keep the balance between the internal IT and external business aims, stability and flexibility (e.g. projects), costs and quality, pro-active and re-active actions. At the same time a good service shall be provided, based on knowledge, competencies and the human factor; having the right skills at place.