Service Operation Index Content in ITIL - ITIL Course
Service Operation in ITIL V4 – ITIL Course
Service Operation is where ITIL V4 shifts from
planning to action—delivering and managing services that create value. It
ensures services run smoothly, user issues are resolved quickly, and the
organization responds effectively to both planned and unexpected situations. Master
this domain to pass your ITIL V4 Foundation exam and drive impact in the real
world.
📌 Core Objectives of
Service Operation
|
Objective |
Description |
Exam Highlight |
|
Deliver & Support Services |
Execute day-to-day service delivery per SLAs |
Know how Service Operation fits into the Service Value
Chain |
|
Resolve Incidents |
Restore normal service ASAP to minimize business impact |
Understand incident lifecycle: log → close |
|
Fulfil Service Requests |
Efficient handling of standard user requests |
Differentiate between incident vs service request |
|
Manage Events & Alerts |
Detect and respond to system/Application state changes |
Know event types: informational, warning, exception |
|
Control Access |
Grant, revoke, monitor user permissions |
Recognize Access Management’s role in IT security |
|
Support Problem Analysis |
Provide data and support for identifying root causes of
recurring issues |
Know how Service Operation feeds Problem Management |
Key Functions & Practices
|
Type |
Name |
Role |
|
Function |
Service Desk |
Central user contact for incidents, requests, and
communication |
|
Technical Management |
Infrastructure expertise & technical issue resolution |
|
|
Application Management |
Application lifecycle support and performance monitoring |
|
|
IT Operations Management |
Day-to-day operational tasks: backups, scheduling, routine
checks |
|
|
Practice |
Incident Management |
Fast restoration of service after interruptions |
|
Service Request Fulfilment |
Handling user-initiated requests using standard workflows |
|
|
Event Management |
Alert monitoring and response to maintain operational
health |
|
|
Access Management |
Permission control and user access rights |
|
|
Problem Management |
Root cause investigation and long-term issue resolution |
Service Operation in the SVS & Value Chain
Service Operation supports the Engage and Deliver
& Support stages of the Service Value System. While other stages focus
on strategy, design, and improvement, this phase ensures real-world results:
stable services, satisfied users, and actionable feedback loops.
🔗 Explore Internal
Resources
- Learn
how incidents get resolved: Incident
Management deep dive
- Understand
service request journeys: Service
Request Management guide
- Dive
into event detection strategies: Event
& Operations Management
- See
how Service Desk interacts with users: Service Desk
roles and responsibilities
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🎓 Why It Matters for the
Exam
- Definitions:
Know what each function and practice does.
- Processes:
Understand steps within incident, request, event, and access workflows.
- Interrelationships:
Be able to map handoffs, e.g., Event → Incident → Problem.
- Value:
Recognize how Service Operation contributes to continuous value delivery
and improvement.
Study Strategies
- Flashcards
– Cover key terms: incident, event, request, service desk, access.
- Flowcharts
– Visualize incident lifecycle from detection to closure.
- Scenarios
– “User can’t access system”—applies to event detection by monitoring →
incident logged by service desk → Access Management check.
- Mock
Questions – E.g., “Which practice handles permission changes?” →
Access Management.
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