CHAPTER SIX: THE CHALLENGE OF OPERATION

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Keeping everything ‘in the air’

The front line

We consider Operation as the ability of this unit of the enterprise to juggle many resources with the goal of keeping everything ‘in the air’. In this chapter we will look at the role of Operation in more detail with regard to the big-picture IT4B model.

Good information service design, through Design & Realisation, will result in everything running smoothly and no one will care about contracts or service levels. Bad information service design will cause operational issues and incidents that must be addressed, and it is essential that monitoring activities have ...

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