Service Operation
Definitions
Introduction
Service Operation
covers a prominent
part of the service lifecycle. It contains very important key terms that are essential to understanding how
ITIL® processes and functions work.
Key Definitions
There are several key definitions in Service Operations:
• Event: Detectable occurrence that arise from the IT infrastructure.
• Alert: A warning that a threshold has been exceeded or something significant has occurred in the IT infrastructure.
• Incident: An unplanned
interruption to an IT Service.
• Problem: The unknown root-cause of one or more Incidents.
• Workaround: A temporary solution to a problem
that
enables
the
user
to continue using the service
while
Problem Management tries to find a permanent solution.
• Service Request: A request from a User for information,
or advice, or for a
Standard Change
or for Access to an IT Service.
• Request
for Change/Change: All modifications to the IT infrastructure or its related
documentation managed by the Change Management process.
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course
ITIL, ITIL Foundation Course, ITIL V3, ITIL Course, ITIL - Course, online itil, itil certification, online material for itil course
