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A Brief Introduction to Service Operation

Green Business StrategyITIL® is the most widely accepted framework in the world for IT Service Management. This framework is used by many organizations to establish and improve the service standards within the organization. When we talk about the core of ITIL, we must include the five stages of the Service Lifecycle: Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement.

This article will give a brief introduction to the Service Operation phase of the Service Lifecycle.

Service Operation provides direction on how to achieve success and efficiency in delivering and supporting services. The sole aim of the Service Operation phase is to ensure value to the customer and the service provider by delivering and managing quality services at the agreed upon levels.  It is in this phase that a business will achieve its day-to-day strategic objectives. Service Operation includes the execution of all ongoing activities required to deliver and support services.  Any activity that forms part of a service is included in Service Operation, whether it is performed by the service provider, an external supplier, or a customer of that service.  Some actions that take place in the Service Operation phase include resolving service disruptions, fulfilling user requests, and performing continuous operational activities.

The five key processes included in the Service Operation phase are:

  • Incident Management
  • Problem Management
  • Event Management
  • Request Fulfillment
  • Access Management

The four main functions in Service Operation are:

  • Service Desk
  • Application Management
  • Technical Management
  • IT Operations Management

Contact Ashford Global IT today to learn how implementing the ITIL Service Lifecycle will benefit your organization!

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Frank is a leading trainer in IT Security.

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