SD.SP 3.2 Operate the Service System

This practice encompasses performing the activities necessary to operate the service system to deliver services based on the agreed service delivery approach. Operation means the integrated performance of a service system and use of its processes and other resources by service provider staff to deliver services to end users.

Example Work Products

1. List of services delivered
2. Service logs
3. Performance reports and dashboards
4. Log of corrective actions
5. Customer satisfaction data
6. Request management database record

Subpractices

1. Operate service system components according to service system procedures.

Operating service system components can include starting or stopping them, providing input to them, controlling them, or handling output from them as appropriate.

2. Perform operations support activities (e.g., revise thresholds).

Among the support activities service providers perform during operation, service providers can provide customer and end user training or orientation as needed.

3. Manage the critical dependencies and paths of the service delivery schedules according to operating procedures.

Management of some service delivery activities can be adequately covered by work management and measurement and analysis activities, especially for service requests identified directly in service agreements.

4. Manage and control the security of service delivery.

Security can include monitoring for security breaches, ensuring that vulnerabilities are corrected, and controlling access to services.

When delivering services, the service systems should ensure that only approved services as specified in the service agreement are delivered to authorized staff.

5. Manage and control other operationally oriented quality attributes associated with service delivery.

In addition to security, other operationally oriented service system quality attributes should be managed. Example quality attributes include capacity, availability, responsiveness, usability, reliability, and safety. The management of some of these other operationally oriented service system quality attributes is addressed in other process areas.

6. Perform low-level monitoring of service system components using monitoring and data collection tools as appropriate.

Some monitoring of service system operation can be adequately covered by work group level monitoring and control or measurement and analysis. However, some services can require monitoring and data collection at the level of individual service requests or continuously within the scope of a single service request. Such low-level monitoring can require its own tools to handle data collection, analysis, and reporting appropriately. These tools are often automated.

7. As appropriate, perform the activities needed to fulfill service requests or resolve service incidents according to the service agreement.

Throughout the life of a service request or service incident, its status should be recorded, tracked, escalated as necessary, and closed. The appropriate resolution of an incident can be a simple operational procedure (e.g., restarting a failed service system component) or it can involve some degree of service system maintenance.

8. Communicate the status of service requests until closed.

9. Collect customer satisfaction information immediately after services are delivered or service requests are fulfilled.