This article provides an overview of the ITIL Service Operation process.

Service Operation aims to provide best practice for achieving the delivery of agreed levels of services both to end users and customers. It is the part of the lifecycle where services and value is directly delivered, along with the monitoring of problems, incidents and the balance between reliability and cost is dealt with.

Service operation contains the following processes:

  1. Service Desk.
  2. Access Management.
  3. Event Management.
  4. Incident Management.
  5. Problem Management.
  6. Request Fulfilment.

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