ITIL Life Cycle - Service Operation - notes reviewer

Service operation

Scope- the services, service management processes, technology and people purpose- to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers

Processes

• event management - the process that manages events through their lifecycle with the aim of providing a sound basis for operational management
• incident management - is the process that manages all incidents through their lifecycle with the aim of minimizing the impact of any interruption to service.
• request fulfillment - is the process responsible for managing the lifecycle of all service request
• access management - is the process responsible for allowing users to make use of IT Services, data or other assets while ensuring the security of those assets.
• problem management  - is the process that manage all problems through their lifecycle with the aim of preventing future incidents from occuring and mimimizing impact of any that cannot be prevented. 

1. service desk
2. technical management
3. IT operation management
4. application management

key concepts

• communication
• common SO activities

Value to the business of service operation

• reduced unplanned labor costs
• reduced frequency/duration of outages
• meaningful management information
• meet organizational security requirements
• standardized services improve productivity and quality of service delivery
• promotes automation