ITIL Service Operations

November 1, 2017 | Views: 3587

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ITIL: Information Technology Infrastructure Library

  • ITIL is a public framework that describes best
    practices in the IT service management.
  • The concept emerged in 80’s by the British
    government OGC (office of government
  • In 2007 version 3 is published.
  • 5 Life cycles phases with 26 processes and 4


  • Service management:- A set of specialized organizational
    capabilities for providing value to customers in the form of
  • Service: -A means of delivering value to customers by
    facilitating outcomes the customers want to achieve without
    the ownership of specific costs or risks.
  • Value:- Value is the core of the service concept.
    Value= Utility + Warranty
    Utility= Fit for purpose
    Warranty= Fit for Use


  • The Service Operation lifecycle phase is primarily focused on the
    management of IT Services that ensure effectiveness and efficiency in
    delivery and support.
  • It is subjected to Continual Service Improvement and ultimately the
    delivery of service excellence.


  • The internal IT View versus the external business view.
  • Ongoing stability versus responsiveness.
  • Quality Improvement versus cost to deliver the services
  • Reactive working versus proactive working
  • The themes of Reactivity, Proactivity, and control are all important.


  1. Key Principles of Operation
  2. Operational activities
  3. Processes
  4. Incident Management
  5. Problem Management
  6. Request Fulfillment
  7. Event Management
  8. Access Management
  9. Functions
  10. Service Desk
  11. Technical Management
  12. Application Management
  13. Operations Management


  • Deals with Unplanned interruptions to IT services or Reduction in their quality.
  • Failure of a configuration item that has not impacted services is also an incident (E.g. Disk in RAID failure)
  • Reported by: -Users -Technical Staff -Monitoring Tools
  • An Incident is something that is broken that need to fixed.
  • Less number of Incidents is equal to Good Quality of service.


1. The user is not able to connect to the mail server.

2.Not Able to Login to the system.

3.Not able to login to the Citrix.

4.Hardware Problem

5.Not able to access the internet.

6.VoIP is not working.


  • Aims to prevent problems and resulting incidents.
  • Minimizes and Eliminates recurring incidents.
  • Identifies the root cause of incidents and determining resolutions.
  • It helps to resolve any problem that are caused by faults during the Release and Deployment process.
  • Fixing it so it cannot happen.
  • It enables the organization to provide better Quality of services to its customers.


  • Request Fulfillment is dealing with the requests which are raised from the end users
  • The handling of service request that can and should be planned.
  • Requests are not incidents in that incidents are not generally planned where the requests can and should be planned for.


  • An event is that any change in state that has significance for the management of a configuration item or service.
  • Effective Service Operation is dependent upon knowing the status of the infrastructure and detecting any deviation from Expected or normal Operations.


  • From a customer viewpoint, Service Operation is where the value is seen
  • Effective operations will increase returns of investment
  • It enables the business and customers to add value from the service they are receiving by reducing downtime
  • Enable users to improve their productivity or the quality of business services and product by providing quick and effective access to standard services
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1 Comment
  1. Nice piece

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