ITIL Service Operation

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ITIL Version: ITIL Version 3 (ITIL V3)

Process Objective: To make sure that IT services are delivered effectively and efficiently. This includes fulfilling user requests, resolving service failures, fixing problems, as well as carrying out routine operational tasks.

Part of: IT Service Management

Sub-Processes of Service Operation (ITIL V3)

Event Management: Process Objective: To filter and categorize Events and to decide on appropriate actions. Event Management is one of the main activities of Service Operations.

Incident Management: Process Objective: To manage the lifecycle of all Incidents. The primary objective of Incident Management is to return the IT service to users as quickly as possible.

Request Fulfilment: Process Objective: To fulfil Service Requests, which in most cases are minor (standard) Changes (e.g. requests to change a password) or requests for information.

Access Management: Process Objective: To grant authorized users the right to use a service, while preventing access to non-authorized users. The Access Management processes essentially executes policies defined in IT Security Management. Access Management is sometimes also referred to as Rights Management or Identity Management.

Problem Management: Process Objective: To manage the lifecycle of all Problems. The primary objectives of Problem Management are to prevent Incidents from happening, and to minimise the impact of incidents that cannot be prevented. Proactive Problem Management analyses Incident Records, and uses data collected by other IT Service Management processes to identify trends or significant Problems.

IT Operations Management: Process Objective: To monitor and control the IT services and IT infrastructure. The process IT Operations Management executes day-to-day routine tasks related to the operation of infrastructure components and applications. This includes job scheduling, backup and restore activities, print and output management, and routine maintenance.

IT Facilities Management: Process Objective: To manage the physical environment where the IT infrastructure is located. Facilities Management includes all aspects of managing the physical environment, for example power and cooling, building access management, and environmental monitoring.