Overview of Service Operation Stage

Author: Eashani Rodrigo

Purpose of Service Operation

The purpose of Service Operation stage of the service life-cycle stage is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for the ongoing management of the technology that is used to deliver and support services.

The value delivered by Service Operation to the business:

• Reduce unplanned labor and costs for business and IT
• Reduce duration and frequency of service outages
• Provide operational results and data
• Meet goals and objectives of the organization’s security policy
• Provide quick and effective access to standard services
• Provide basis for automated operations

Service Operation Processes

There are five main processes under Service Operation stage of ITIL lifecycle: 

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

There are four main functions under Service Operation stage of ITIL lifecycle: 

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

Service Operation Processes: 

Event Management process helps to ensure CIs and services are constantly monitored, and to filter and categorize events in order to decide on appropriate actions.

Incident Management process helps to manage the lifecycle of all Incidents; primary objective is to return the IT service to users as quickly as possible.

Problem Management process helps to manage the lifecycle of all Problems. Primary objectives are to prevent Incidents from happening, and to minimize the impact of incidents that cannot be prevented.

Request Fulfillment process helps to fulfill Service Requests, which in most cases are minor changes or requests for information.

Access Management process helps to grant authorized users the right to use a service, while preventing access to non-authorized users.


Service Operation functions: 

Service Desk – It is the single point of contact for users when there is a service disruption, for service requests or even for some categories of Request for Change (RFC).

Technical Management – It provides detailed technical skills and resources needed to support the ongoing operation of the IT Infrastructure. Technical Management also plays an important role in the design, testing, release and improvement of IT services.

IT Operations Management – It is the function responsible for the daily operational activities needed to manage the IT Infrastructure. IT Operations Management has two functions, which are generally formal organizational structures. These are: IT Operations Control & Facilities Management.

Application Management – It is responsible for managing applications throughout their lifecycle. The Application Management function supports & maintains operational applications & also plays an important role in the design, testing and improvement of applications that form part of IT services