Service Operation Definitions in ITIL - ITIL Course

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.

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