Episode 16: ITIL service operation
- Embedded IT
- Nov 5, 2024
- 3 min read
Updated: Jan 16
This article is part of our IT Service Management (ITIL) series, exploring how organisations design, deliver, and improve IT services.
Once services are live, ITIL service operation builds on service transition to ensure stability and performance. The service operation stage of Information Technology Infrastructure Library (ITIL) is often considered the most important. It is the part that actually delivers day-to-day activity, which is why so many IT teams focus on it. For procurement professionals, understanding how this area works is essential when shaping contracts and managing suppliers.
Let's explore the core processes that matter most from a procurement perspective, including incident management, problem management, request fulfilment, and event management.
The role of service operation in ITIL
Service operation covers the activities that keep services running smoothly. It deals with user support, system behaviour, and the daily interactions that determine how well a service performs. Although the framework contains many processes, only a handful require close attention from procurement teams.
When these operational elements are well defined in a contract, the service is far more likely to run reliably.
Incident management vs problem management
Most people recognise incident management because it is what a help desk does every day. Someone forgets a password, something breaks, or a user cannot access a system. Each of these is an incident for an individual user.
Incidents help determine the size and capacity of the help desk, which is a key consideration when procuring support services.
Problem management is different. When multiple users report similar incidents, it suggests a deeper issue. Rather than simply reacting to each call, the supplier should look for the root cause.
Understanding the relationship between incidents and problems is essential. Multiple incidents may point to one underlying issue, and it is the supplier’s responsibility to identify and resolve it. When the root cause is fixed, the service becomes more robust and the number of incidents naturally decreases.
Request fulfilment and managing simple needs
Request fulfilment deals with straightforward user requests that do not change the service itself. For example, someone may need a new device or an accessory for existing equipment. These requests often pass through the help desk and must be processed efficiently.
Suppliers should design a clear and simple way to handle these inbound requests. One effective approach is to create a catalogue of standard items or services, which allows users to choose from predefined options and helps the supplier fulfil them quickly.
Event management and proactive monitoring
Event management relates to alerts generated by the technology itself. A device may raise an event indicating a fault, or systems may trigger automated notifications when something is not functioning as expected.
A professional technology provider should use monitoring tools that detect these events early, allowing them to act before users are affected. Proactive handling of events keeps services stable and reduces the volume of incidents raised by users.
Why procurement needs a strong understanding of operations
Service operation is complex, and procurement teams must rely heavily on IT stakeholders to explain how it should work. The challenge is to translate these operational expectations into a contract that suppliers can deliver against.
When the operational side of a service is designed well, everything else runs more smoothly. But services never stay static. Change, transition, and continual improvement all play a role, and these themes lead into the next episode.
For organisations wanting clearer, more robust operational arrangements in their IT contracts, get in touch.
