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It's All About Relationships: What ITIL Does Not Tell You by Kathy Mills, Suzanne Van Hove

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Service Operation (SO)

Purpose

Perform the necessary process-driven activities to deliver, support, and manage Services at the agreed level including continuing management of the supporting technologies.

Objectives

• Maintain (improve) business satisfaction and confidence in IT Services.

• Minimize impact of outages that cannot be proactively prevented.

• Ensure Services are accessible only to those authorized to utilize them.

Lifecycle Phase (…)

Input from SO to …

Output from … to SO

Service Strategy

• Operating risks

• Operating cost information for TCO calculations

• Actual performance data

• Vision and mission

• ServicePortfolio

• Policies

• Strategies and strategic plans

• Priorities

• Financial information and budgets

• Demand forecasts ...

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