ITIL® Service Operation

Service operation ensures that services are being provided efficiently and effectively as per SLAs. It includes monitoring services, resolving incidents, fulfilling requests and carrying out operational tasks.

Key Points −

  • Service Operation includes five process and four functions
  • Service operation deals with day-to-day activities and infrastructure that are being used to deliver the services
  • Service Operations is where all design and transition plans are executed and measured
  • From customer point of view, Service Operation is where actual value is seen

Service Operation Processes

Service operations include total five processes

  • Event Management
    The objective of this process is to make sure all CIs are monitored constantly. It also filter and categorize the events in order to decide on appropriate actions. 
  • Incident Management
    The purpose of Incident Management is to restore the service to the previous stage as early as possible.
  • Request Fulfillment
    This process deals with handling requests such as change password, create new user and create email id etc.
  • Access Management
    This process deals with granting rights to authorized user to use the service.
  • Problem Management
    This process deals with finding root cause of the problem and prevent incident to occur again.


Target Audience


IT professionals who want to learn about the concepts and elements of the ITIL Service Operation phase of the Service Lifecycle and understand how this phase can be carried out to guarantee the quality of the IT Services offered ( CIO, CTO, manager, supervision team, IT architects, IT consultants, IT auditors, those in charge of security and resources who deal with the processes or the activities of the Service Operation Management Phase).