Processes in Service Operation – ITIL V4 Explained
If you’re preparing for the ITIL V4 Foundation Exam,
understanding the core processes of Service Operation is critical.
Though ITIL V4 no longer uses the "Service Lifecycle" structure from
ITIL V3, many of the key operational processes remain relevant and are
now addressed under specific ITIL V4 practices.
This article explains the essential processes in Service
Operation in the context of ITIL V4, their relevance for the exam, and how
they contribute to the Service Value System (SVS).
🎯 What is Service
Operation in ITIL V4?
In ITIL V3, Service Operation focused on delivering
and supporting IT services in live environments. In ITIL V4, the same
responsibilities are covered under various service management practices,
but the goals remain the same:
- Ensure
reliable, stable service performance
- Support
end-users and customers effectively
- Respond
to incidents and service requests promptly
- Manage
operations and control infrastructure
So, in ITIL V4, these processes are repackaged as practices
with a broader, more adaptive scope.
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🔄 Service Operation
Processes as ITIL V4 Practices
Here’s how Service Operation processes from ITIL V3 are
mapped to ITIL V4 practices:
|
Service Operation Process |
Mapped ITIL V4 Practice |
Purpose |
|
Incident Management |
Incident Management |
Restore service ASAP after disruptions |
|
Problem Management |
Problem Management |
Identify root causes and prevent recurrence |
|
Event Management |
Monitoring and Event Management |
Detect and respond to infrastructure events |
|
Request Fulfilment |
Service Request Management |
Handle user requests (e.g., access, info) |
|
Access Management |
Identity and Access Management |
Ensure secure access based on roles |
|
IT Operations Control |
IT Operations Management |
Monitor and manage routine infrastructure tasks |
|
Facilities Management |
IT Asset Management & Facilities Management |
Maintain physical environment and assets |
|
Technical and Application Mgmt |
Infrastructure and Platform Management, Software
Development and Management |
Provide expertise in systems and applications |
🧠 Key Points Students
Must Know for the ITIL V4 Exam
|
Topic |
Exam Relevance |
|
Incident vs Problem Management |
Know the difference — restore vs root cause |
|
Event Management |
Focus on detection, correlation, and automated response |
|
Request Fulfilment |
Simple user requests, not incidents |
|
Access Control |
Managed by Identity & Access Management |
|
IT Operations |
Background tasks, not end-user facing |
|
Link to SVS & Value Chain |
All practices contribute to value co-creation |
📘 Real-World Examples of
Service Operation
- A
service desk restores email access for a user → Incident Management
- System
alerts are filtered and escalated → Monitoring and Event Management
- A user
requests new software installation → Service Request Management
- An
investigation finds recurring outages → Problem Management
- Users
are granted access to HR tools → Identity & Access Management
🔗 Internal Blog Links for
Further Reading
Enhance your understanding with these related posts:
- 🔍
Incident Management in ITIL 4
- 🧩
Understanding ITIL 4 Practices
- 📚
ITIL 4 Foundation Exam Tips
- ⚙️
Monitoring & Event Management Explained
✅ Tips for ITIL V4 Foundation
Students
- Focus
on the purpose and goal of each practice, not just names.
- Know
how these operational processes interact with other practices.
- Practice
scenario questions — "Which practice should respond to ___?"
- Study
real-life examples that show how incidents and requests differ.
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In ITIL V4, while we no longer speak in terms of
"Service Operation" as a lifecycle stage, the core operational
processes are more relevant than ever. They ensure stability,
responsiveness, and seamless service delivery in a digital-first environment.
For ITIL V4 Foundation candidates, mastering these concepts
means being better prepared for the exam and for real-world roles in IT
support and service delivery.
➡️ Continue your learning on our ITIL Course Blog with step-by-step
guides, practice tests, and expert insights.
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