| Volume 4: Service Operation | | To make sure that services are delivered effectively and efficiently. Running the services. |
| Abstract | | This Information Technology Infrastructure Library (ITIL) Operations Division is the declaration of what to do (policy) and how to do it (procedure). |
| Key Performance Indicators: Incidents | | Number of repeated incidents with known resolution methods. | | Number of remotely resolved incidents (by service desk). | | Number of escalations not resolved in the agreed resolution time. | | Number of incidents registed by service desk. | | Average time for resolving an incident. | | Percent of incidents resolved during the first call. | | Rate of incidents resolved during solution times agreed in SLA. | | Average work effort for resolving incident. |
| Key Performance Indicators: Problems | | Number of problems registered in SIEM. | | Average time for resolving a problem. | | Number of incidents per problem. | | Average time between first occurance of an incident and identifying root cause. | | Problem resolution effort. |
| | | 4.1: Event Support Manager | | To filter and classify events with applicable actions using 1st Level, 2nd Level and 3rd Level support teams. | | 1st Level Support: with responsibility to register and classify all incidents and undertake immediate effort to resolve each incident. | | 2nd Level Support: takes over from 1st level support for incidents that require expert technical support. | | 3rd Level Support: takes over from 2nd level support to resolve incidents with the help of hardware and/or software manufacturers. |
| 4.2: Incident Manager | | To manage the lifecycle of all incidents and to return things back to normal. Incident Manager and major incident team of technical experts formed to focus on the resolution of a major incident. |
| 4.3: Request Fulfilment Team | | To resolve minor improvement requests and requests for information. Request team to fulfull user requests and deal with events as they happen. |
| 4.4: Access Manager | | To grant authorized users the right to use facilities and access applicable data. Will grant authorization of access to data and functions while preventing unauthorized users. |
| 4.5: Problem Manager | | To manage the lifecycle of all problems, to minimise problems, to circumvent problems and prevent similar problems happening again. Is responsible for managing the lifecycle of all problems and responsible to prevent problems of happening again. |
| 4.6: Operations Manager | | To manage the services and infrastructure. Patch management, malware avoidance, threat monitoring and hardware maintenance (cleaning). Will run the data center infrastructure of hardware and operating system software. |
| 4.7: Facilities Manager | | To manage data center physical environments with power suppliers, fire fighting equipment, air conditioning, access alarms and environmental monitoring. Will manage the physical data center buildings and plant such as solar panels and batteries. |
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