Compliance Process Partners

• Home
• FAQ
• Consulting Services
• Educational Services
• Blog
• Podcasts
• Resources

Service Operations - Where the rubber hits the road

This lifecycle phase focuses on the actual delivery of agreed services to the business consumers (i.e. customers and end-users). This includes managing the underlying technology, people, processes and partners that contribute to the delivery of business services. CPP helps clients achieve service excellence while improving efficiencies which lead to cost reduction.

CPP provides Service Operations services encompassing the following activities:

• Event Management:
  Generation of notifications, usually through monitoring, that detects a significant change of state of a configuration item allows IT to proactively and reactively respond to conditions. The result may require an incident to be logged.
• Incident Management:
  If unplanned interruptions occur, the goal of incident management is to restore normal services as quickly as possible to minimize impact to the business. Escalation procedures should be in place if incidents cannot be resolved quickly. Incidents are tracked, reported and the process is continuously improved to enhance customer satisfaction and business effectiveness.
• Request Fulfillment:
  Getting users the support they need when they need it keeps the business moving. This process provides a channel for enabling user requests and providing information to them as well as a means to track requests and the value IT brings to the business.
• Problem Management:
  Determining the root cause of IT incidents and preventing the re-occurrence (or minimize the impact of them). Also documenting and recording workarounds within a know error database requires tight integration with other processes like Change, Incident and Configuration management
• Access Management:
  Having a process for providing access to data and the ongoing verification, logging and tracking for the lifecycle of the entitlement for users helps improve security and compliance for any organization. Linking this process to IT Security Management and corporate security programs and policies is a required aspect for this function.