ITIL Service Operation
<seo metakeywords="service operation, itil service operation, itil service operations, service operations, itil v3 service operation, service operation processes" metadescription="The ITIL Process Map V3 video shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes." />
ITIL Service Operation: Overview
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
Processes of ITIL Service Operation
The following processes are part of the ITIL V3 core discipline Service Operation:
- 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.
Overview Service Operation - Downloads
Use the following links to open the process overview of Service Operation showing the most important interfaces:
Additional Information on Service Operation
Demo ITIL Process Map V3: Service Operation
The ITIL Process Map V3 video shows samples of the ITIL process templates with contents from Service Operation and Incident Management processes, including the
- high-level view of the ITIL V3 Service Lifecycle (Level 0)
- overview of the Service Operation process (Level 1)
- overview of the Incident Management process (Level 2)
- detailed process flow for the process "Incident Resolution by 1st Level Support" (Level 3)
