Service Operation Definitions in ITIL V4 - ITIL Course

In ITIL V4, Service Operation is the stage where core value is delivered through day-to-day operations. This section defines key terms and concepts vital for both exam prep and real-world application.

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📘 Essential Definitions

Term	Definition	Why It Matters for ITIL V4 Exam
Service Operation	Phase responsible for delivering and managing services at agreed levels	Know its purpose: deliver value, stability, and smooth service
Incident	Unplanned interruption or reduction in service quality	Differentiate from request/problem
Service Request	Formal, user-initiated request for information, advice, or standard service	Separate from incident; has its own handling workflow
Event	Change in service or CI state signaled to detect normal or exception conditions	Recognize types: informational, warning, exception
Major Incident	Incident causing severe disruption, requiring a special response and escalation	Know criteria and management steps
Workaround	Temporary fix to reduce the impact of an incident when full resolution is not yet possible	Identify as output of Problem/Incident Management
Known Error	Problem and its root cause that have a documented workaround	Key term in Problem Management
Service Desk	Function acting as SPOC for users in Service Operation	Distinguish from support teams
Technical Management	Specialized function managing technical infrastructure and components	Link to incident/problem support
Application Management	Specialized function focusing on applications’ lifecycle and performance	Supports incidents involving software issues

🔄 Roles in the ITIL V4 SVS (Service Value System)

These definitions link to critical practices and functions, with Service Operation bridging demand and value realization:

Event Management alerts operational conditions
Incident Management restores normal service fast
Service Request Fulfilment handles user needs
Problem Management tackles root causes of repeated issues
Access Management secures user permissions

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Full coverage of Incident vs Problem: Incident Management explained
Learn more about Service Requests: Service Request Management guide
Explore Event Management lifecycle: Event & Operations Management
Deep dive into Major Incident handling: Major Incident Management guide

🎓 Tips for Exam Prep

Flashcards – Create note cards with each definition and a practical example.
Mind Maps – Visualize how terms like incident, request, and problem interconnect.
Scenario Practice – e.g., “A printer stops working → what classification? Incident.”
Terminology Distinction – Know the subtle differences: Incident vs Problem vs Event.

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.

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