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| Service Execution : Workflow |
Activities
This activity operates at both a macro- and micro-level to prepare work schedules - and to pre-process work items where necessary - so that the delivery resources can be matched to the demands of the flow of work in an optimal fashion.
Assigns, monitors and adjusts IT delivery resources, on a real-time basis, so that, whenever or whatever the service requested, the appropriate resources are available within their capacity and other operational characteristic limitations to deliver and execute that service. This includes working to optimize the output from each resource by, for example, carrying out resource housekeeping and maintenance when indicated.
This activity provides and executes the requested services. It combines the necessary people and technology - such as application modules - to deliver the requested service.
Examines all monitoring data from the operational delivery tasks within Service Execution and analyzes it against targets to identify any requirement for intervention. Intervention possibilities include within-guidelines resource adjustments and signaling to invoke Incident Management for circumstances which cannot be addressed within this process.
The analysis also provides the basis for reporting (as defined by the framework); these reports could include attainments, trending, and the identification of current and potential issues, as well as the production of the service metric data required by many Service Management processes.
This is the activity of defining and documenting the rules and policies governing day-to-day service execution activities. The purpose of this activity is the creation of a working framework geared to deliver agreed-upon services to the customer of information technology – with quality, within budget, and in such a way as to produce a high degree of customer satisfaction while keeping to the IT Strategy.
This activity evaluates the current performance of the Service Execution process against the established service execution Framework. Specific feedback is provided to the service Execution framework to help tune the overall effectiveness and efficiency of Service Execution.
The evaluation of process performance identifies areas that need improvement; such as the foundation and interfaces of the process, activity definitions, key performance metrics, the state of supporting automation as well as the roles and responsibilities and skills required. Insights and lessons learned gained from direct observation and data collected on process performance are the basis for improvement recommendations.
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