Practical IT Service Management, 2nd Edition

CHAPTER 20: IT OPERATIONS MANAGEMENT FUNCTION

‘The first rule of any technology used in a business is that automation applied to an efficient operation will magnify the efficiency. The second is that automation applied to an inefficient operation will magnify the inefficiency.’

Bill Gates

What is IT operations management?

This function focuses on the day-to-day, maintenance activities required to operate and support IT services. These operational actions involve executing repeatable, standardised procedures. They may also take assistance from other divisions and external vendors if required.

The ITIL definition of IT operations management is:

‘The function within an IT service provider which performs the daily activities needed to manage IT services ...