The Operations Layer defines the operational processes and
procedures necessary to deliver Information Technology (IT) as a
Service. This layer leverages IT Service Management concepts
that can be found in prevailing best practices such as ITIL and
MOF. The main focus of the Operations Layer is to execute the
business requirements defined at the Service Delivery Layer.
Cloud-like service attributes cannot be achieved through
technology alone and require a high level of IT Service
Management maturity. Change Management process is responsible
for controlling the life cycle of all changes. The primary
objective of Change Management is to eliminate or at least
minimize disruption while desired changes are made to services.
Change Management focuses on understanding and balancing the
cost and risk of making the change versus the benefit of the
change to either the business or the service. Driving
predictability and minimizing human involvement are the core
principles for achieving a mature Service Management proce