Page 308 - ITIL® Foundation 3.15

environment, something will, at some-time, break or fail. The secondary part of Service Operations goal is to be responsive to the customer whenever we fail to deliver stability. Our responsiveness directly affects how fast stability is restored.
The deliver of stability includes not just the infrastructure and people that are part of our organization, but also any resources or supporting services provided by external service providers. The customer expects that IT deliver stability in every part of a service. Customers have no interest in hearing that a supplier failed to deliver. “MANAGE STABILITY” includes managing suppliers.
Managing stability includes:
• The process required to manage services.
• The personnel required to perform processes, manage technology, and
other activities.
• The technology required to deliver services.
• The suppliers who perform activities or provide services on our behalf.
Service operations personnel are also responsible for identifying and implementing on-going improvements in the application of IT resources to this stable delivery. This usually involves tuning, workload balancing, redeployment of personnel into other areas of work, and appropriate training of personnel to ensure that the IT workforce has the technical and business skill-sets needed to maintain stability and deliver value to the customer.
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