ITIL Operating Phase Manageability Checklists free download

Configuration Management

Can the Operations team gain access to the Configuration Management Database so that they can confirm the application they are managing is the correct version and configured correctly?

Are the operating instructions under version controls similar to those used for the application builds?

Change Management

Is the Operations team involved in the Change Management process; is it part of the sign-off and verification process?

Does a member of the Operations team attend the Change Management meetings?

Release Management

Does the Release Management process ensure that deployment information is available to the operational group?

Does the Operations team have access to Release information even before the application is deployed into the live environment?

Security Management

Does the application support the ongoing and periodic checks that Security Management needs to complete while the application is in operational use?

Incident Management

Does the Operations team have access to the Incident Management system and can it update information within this system?

Does the Operations team understand its responsibilities in dealing with Incidents?

Is the Operations team provided with reports on how well it deals with Incidents, and does it act on these?

Problem Management

Does the Operations team contribute to the Problem Management process, ideally by assisting with and facilitating root cause analysis?

Does the Operations team meet with Problem Management on a regular basis?

Does the Operations team see the weekly/monthly Problem Management report?

Capacity Management

Is capacity management information being monitored and reported on as this application is run, and is this information provided to Capacity Management?

Availability Management

How is the application’s availability being measured, and is this information being fed back to the Availability Management function within the IT organisation?

Service Continuity Management

Is the business recovery process for the application tested regularly by Operations?

Service Level Management

Is the SLA visible and understood by the Operations team so that it appreciates how its running of the application affects the delivery of the SLA?

Does Operations see the weekly/monthly SLA report?

Financial Management

Does Operations provide input into the financial information about the application? For example, if an application requires an operator to perform additional tasks at night, is this recorded?