Rahul Sharma (Editor)

ServiceOps

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ServiceOps is a clipped compound of IT Service Management (ITSM) and Operations.

It is an emerging practice that emphasizes the collaboration, communication and orchestration across multiple IT Services Providers aimed at delivering speed (time-to-value) and agility. It started in response to process based IT Service Management (ITSM) practices such as ITIL that are focused on predictability through clearly defined and measured services.

Principles for ServiceOps

To deliver speed and agility, the following principles apply to ServiceOps:

  • Operations is part of the design phase in which it provides input on the serviceability from the very start
  • The support model is designed for a continuous and infinitive loop of improvements in short cycles
  • Services are aimed at 100% automation (manual intervention only causes delay and errors)
  • Every service enables self-service (services are designed with minimal IT intervention)
  • Support levels default to "good is good enough" (no disproportional effort on support processes and activities that do not add value)

    • References

    ServiceOps Wikipedia
    (Text) CC BY-SA


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