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Ten Steps to ITSM Success by Timothy Rogers, Angelo Esposito

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CHAPTER 14: OPERATION AND SUSTAINMENT

Operation and Sustainment

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Congratulations! The deployment has gone as planned, and your new service initiative is now in production. However, this doesn’t mean that your job is finished. Even though Service Operation’s function is to coordinate and carry out the activities and processes required to deliver and manage services, the staff responsible for those activities shouldn’t be expected to pick them up, unassisted, on day one.

Part of the improvement initiative’s responsibilities is to work alongside the operations staff to ensure that the new capabilities are performing as designed and developed. This ...

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