Service Operations (ITIL)

INCIDENT Management
EVENT Management
PROBLEM Management
Passive Monitoring
Request Fulfillment
RCA (Root Cause Analysis)
Fixes Work Arounds
FUNCTIONS Service Desk Technical Management Application Management Operations Control
Access Management
Active Monitoring
Service Desk Restore normal service to the users as quickly as possible Manage incident life-cycle Communication and management information Operations Control Achieve stability of the organizations business as usual processes and activities Technical Management Provide technical expertise to the overall infrastructure Custodian of technical knowledge and expertise related to managing the infrastructure Application Management Manage applications throughout their life cycle Design, test and improve application Custodian of technical knowledge and expertise related to managing the infrastructure
Event Management To make sure CIs and services are constantly monitored, and to filter and categorize Events in order to decide on appropriate actions. Incident Management Restore Normal service operation as quickly as possible and minimize the impact on business operations Problem Management Prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented. Identify problems, get to their root causes, document and communicate known errors and identify fixes or workarounds Request fulfillment Deal with service requests from users Access Management Grant authorized users the right to use a service whilst preventing access to non- authorized users



The objective of ITIL Service Operation is to make sure that IT services are delivered effectively and efficiently.
1st Level Support Monitoring Register, classify incidents and undertake actions to restore failed services Escalate to 2nd Level 2nd Level Support Extended Level 1 support Request external support (e.g. suppliers) Escalate to Level 3 3rd Level Support Development, Supplier Operator day-to-Day operations Incident Manager Effective implementation of Incident management 1st escalation level for incidents Problem Manager Managing problem during their life-cycle Prevent incidents from happening Maintain information about Known Errors and Workarounds

Key Roles

Service Operations Process