Operations Service Management Function

Published: April 25, 2008


Position of the Operations SMF Within the MOF IT Service Lifecycle

The MOF IT service lifecycle encompasses all of the activities and processes involved in managing an IT service: its conception, development, operation, maintenance, and—ultimately—its retirement. MOF organizes these activities and processes into Service Management Functions (SMFs), which are grouped together in lifecycle phases. Each SMF is anchored within a lifecycle phase and contains a unique set of goals and outcomes supporting the objectives of that phase. The SMFs can be used as stand-alone sets of processes, but it is when SMFs are used together that they are most effective in ensuring service delivery at the desired quality and risk levels

The Operations SMF belongs to the Operate Phase of the MOF IT service lifecycle. The following figure shows the place of the Operations SMF within the Operate Phase, as well as the location of the Operate Phase within the IT service lifecycle.

Figure 1. Position of the Operations SMF within the IT service lifecycle

Before you use this SMF, you may want to read the following MOF 4.0 guidance to learn more about the MOF IT service lifecycle and the Operate Phase:

Why Use the Operations SMF?

This SMF should be useful to anyone who is tasked with ensuring effective day-to-day operations, including ensuring that required work is identified, reactive time spent is reduced, disruptions are minimized, and recurring tasks are executed well.

This SMF specifically addresses how to:

  • Define operational work requirements.
  • Build operational work instructions.
  • Plan operational work.
  • Execute operational work.
  • Maintain operational work instructions.
  • Manage operational work.

This accelerator is part of a larger series of tools and guidance from Solution Accelerators.


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