To make sure that IT services are delivered effectively and efficiently. The Service Operation process includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.
Ensuring that targets agreed with internal/external vendors are aligned with SLA and SLR targets.
Ensuring that service reports are produced for each customer service and that breaches of SLA targets are highlighted, investigated and actions taken to prevent their recurrence.
Ensuring that service performance reviews are scheduled, carried out with customers regularly and documented, with agreed actions progressed.
Reviewing service scope, SLAs, OLAs and other agreements on a regular basis, ideally at least annually.
Managing customer complaints including their recording, management, escalation (where necessary) and resolution.
Measuring, recording, analyzing and improving customer satisfaction.