ITIL Service Operation Processes

Service Operation processes enable service provider to maintain stable live service and support their customers and end users.

Key Processes of Service Operation are:

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

Event Management:

An event is defined as a change of state that has significance for the management of the IT service. Event – an alert or notification is generated by a monitoring tool, monitored by IT operations. An event management is the process for managing the events. It documents the process for the service operators on how to handle different type of events.

It provides a mechanism for early detection of incidents. It monitors the operations and detects any exception that can lead to discontinuity of service. It provides time to prevent an outage of service before impacting the customers.  It provides the basis for service automation, thus increasing the efficiencies and allowing the operation staff to be used for more innovative and advanced work.

Incident Management:

An incident is an unscheduled interruption to an IT service or any reduction in the quality of service. Incident management process helps to restore the IT service to users as quickly as possible. It aligns the IT service to real time business.

Incidents can be reported or logged in by any technical staff in a tool and can be referred to the service desk. The incidents are categorized and prioritized depending upon its impact and urgency. Any known error or problems are directed to the problem management team. Incident management team thoroughly investigates the issue and works for its resolution.

Request Fulfillment:

A service request is something that can or should be planned, but an incident is an unplanned event. Request fulfillment is the process for dealing with service requests via service desk, using a process similar to but different to incident management.  It is required to appropriately handle the service requests as a separate work stream and keep them out of the incident log.

It provides value to the end users by enabling them to quickly and effectively access the standard services.

Problem Management:

Problem is defined as recurrence of any incident or an issue whose cause is not known. Problem management does the root cause of the recurring incidents and determines the resolution to minimize the adverse impact on the business.

A small incident if occur frequently can have a major impact on the business. An appropriate workaround or resolution needs to be implemented through defined procedures. Information related to work around or permanent resolution is recorded and maintained. This helps to reduce the resolution time of incidents if it reoccurs.

Access Management:

Access management or Identity management is the process that authorizes users to use the service, data or assets and preventing access to unauthorized users. It protects the confidentiality and integrity of assets. It delivers value to the business by controlling the access to services. It ensures that the employees have the right level of access whenever required and revoke the rights if necessary. It is in fact the implementation of availability and information security management. It is initiated with a service request by the service desk.


Author : Deepti Masand

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Deepti Masand