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ITIL® Foundation Certification Notes : Service Operation: Purpose, Scope & Others

5.6.4 Service Asset and Configuration Management Process (SACM)

Service Asset and Configuration management process ensures the integrity of service assets and configurations in order to support the effective and efficient management of the IT organization.
The main reason for configuration management is to gather the information needed (in a non-duplicated manner) about the IT components and how they relate to each other. The reason for this is to ensure that the relevant information is available for all the other processes to ensure that detailed impact and risk analysis can take place.

A) Purpose of Service Asset and Configuration Management Process(SACM)

  1. 1) SACM ensures that the assets required to deliver services are properly controlled, and that accurate and reliable information about those assets is available when and where it is needed.

  2. 2) This information includes details of how the assets have been configured and the relationships between assets.

B) Objectives of Service Asset and Configuration Management Process(SACM)

  1. 1) Account for all the IT assets and configurations within the organization and its services.

  2. 2) Provide accurate information on configurations and their documentation to support all the other service management processes.

  3. 3) Provide a sound basis for incident management, problem management, change management and release management.

  4. 4) Verify the configuration records against the infrastructure and correct any exceptions.

  5. 5) Plan, identify, control, record, report, audit and verify service assets and configuration items.

  6. 6) Account for manage and protect the integrity of service assets and configuration items throughout their lifecycle.

  7. 7) Provide accurate information to support business and service management.

  8. 8) Ensure the integrity of those items by creating and maintaining an accurate Configuration Management System (CMS) as part of the Service knowledge management System (SKMS)

C) Scope of Service Asset and Configuration Management Process(SACM)

  1. 1) Management of the complete lifecycle of every Configuration Items (CIs)

    1. a) Ensures CIs are identified, base-lined and maintained, and changes controlled

    2. b) Ensures that releases into controlled environments and operational use are done on the basis of formal authorization.

    3. c) Provides a configuration model of the services and service assets by recording the relationships between configuration items

  2. 2) Interfaces to internal and external service providers where there are assets and configuration items to be controlled, e.g. shared assets

5.6.5 Transition Planning and Support Process

Transition planning and support process is responsible for planning all service transition processes and coordinating the resources that they require.

A) Purpose of Transition Planning and Support process

  1. 1) Plan and coordinate the resources to ensure that the requirements of Service Strategy encoded in Service Design are effectively realized in Service Operations.

  2. 2) Identify, manage and control the risks of failure and disruption across transition activities.

B) Objectives of Transition Planning and Support Process

  1. 1) Plan and coordinate the resources to establish successfully a new or changed service into production within the predicted cost, quality and time estimates.

  2. 2) Ensure that all parties adopt the common framework of standard re-usable processes and supporting systems in order to improve the effectiveness and efficiency of the integrated planning and coordination activities.

  3. 3) Provide clear and comprehensive plans that enable the customer and business change projects to align their activities with the Service Transition plans.

C) Scope of Transition Planning and Support Process

  1. 1) Maintaining policies, standards and models for service transition activities and processes.

  2. 2) Guiding each major change or new service through all service transition processes.

  3. 3) Coordinating efforts to enable multiple transitions to be managed at the same time.

  4. 4) Prioritizing conflicting requirements for service transition resources.

  5. 5) Planning budget and resources to fulfill future requirements for service transition.

  6. 6) Reviewing and improving performance of transition planning and support activities.

  7. 7) Ensuring that service transition is coordinated with program and project management, service design and service development activities.

6. Service Operation

6.1 Purpose of Service Operation

The purpose of Service Operation is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for the ongoing management of the technology that is used to deliver and support services.

6.2 Objectives of Service Operation

  1. 1) Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services.

  2. 2) Minimize the impact of service outages on day-to-day business activities.

  3. 3) Ensure that access to agreed IT services is only provided to those authorized to receive those services.

6.3 Scope of Service Operation

  1. 1) The services themselves - activities that form part of a service is included in service operation, whether it is performed by the service provider, an external supplier or the user or customer of that service.

  2. 2) Service management processes - the ongoing management and execution of the many service management processes that are performed in service operation.

  3. 3) Technology - the management of the infrastructure used to deliver services

  4. 4) People - regardless of what services, processes and technology are managed, they are all about people. It is people who drive the demand for the organization's services and products and it is people who decide how this will be done.

6.4 Value to Business

  1. 1) Ensuring that services are operated within expected performance parameters

  2. 2) Restoring services quickly in the event of service interruption.

  3. 3) Minimizing impact to the business in the event of service interruption.

  4. 4) Providing a focal point for communication between users and the Service Provider organization

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