Service Operation: Overview of Functions in ITIL V4

Service Operation: Service Operation Overview of Functions in ITIL V4

In ITIL V4, Service Operation focuses on the effective and efficient delivery of services. It includes critical functions such as the Service Desk, Technical Management, Application Management, and IT Operations Management. These functions ensure real-world service delivery, incident resolution, infrastructure reliability, and application performance.

🏢 Functions at a Glance

Function	Purpose	Exam Tip
Service Desk	Single point of contact; manages incidents & service requests	Know roles like Local, Central, Virtual
Technical Management	Manages hardware, networks, server resources	Supports high-level incident resolution
Application Management	Oversees application lifecycles and performance	Handles code issues, releases, tuning
IT Operations Management	Executes daily ops: backups, batch jobs, data center activities	Understand routine ops and event handling

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🧩 How They Link to Practices

Service Desk is the front line, interfacing directly with users and capturing incidents and requests.
Technical and Application Management provide specialization—troubleshooting infrastructure & applications.
IT Operations Management executes scheduled routines (e.g. backups), supports Event Management.

This structure ensures Service Operation runs smoothly, working hand‑in‑hand with Incident, Problem, Change, Event Management, and Access Management practices.

📚 Function Responsibilities Breakdown

Function	Key Responsibilities	Related Article & Case Study
Service Desk	User contact, ticket logging, escalation, feedback, knowledge usage	Service Desk deep dive
Technical Management	Infrastructure design, technical monitoring, problem-solving	Technical Management guide
Application Management	Manage app lifecycle, performance, updates, code-level incident triage	App Management explained
IT Operations Management	Daily jobs, ops control, event filtering, runbook execution	Event & Ops Management

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🎯 Why Understanding These Is Exam-Critical

The exam may present scenario-based questions like:

“A scheduled backup fails mid-job—who investigates?”
“A performance alert triggers a script—what function handles this?”

You must clearly assign tasks to the correct function and know how they support key practices.

✅ Study Tips for Foundation Exam

Function–Practice Mapping: Link each function to related practices: e.g. Event Management & IT Ops, Incident & Service Desk.
Role Clarification: Who does the routine tasks? Who handles break-fix or backend work?
Real-world Scenarios: “Email outage” starts with Service Desk, escalates to Technical/Application teams, resolved then communicated back.
Internal Resources:

For incident-handling basics: Incident Management detailed guide
For automation & ops: Automation in Operations

🔑 Summary & Key Takeaways

Service Operation is supported through specialized functions that work together.
Functions provide structure and enable smooth process execution.
Distinguish each function by its primary responsibilities—crucial for exam success.
Practice mapping tasks and processes to functions and their supporting practices.

Service Operation: Service Operation Overview of Functions in ITIL V4

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Service Operation Overview of Functions

Introduction

A function in ITIL® is a set of people/roles that perform related activities. There are 4 functions in Service Operation.

Function

Function refers to the people and automated measures that execute a defined process, an activity or a combination of both. IT functions define the different roles and responsibilities required for the overall service delivery and support of IT services.

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The functions in Service Operation are:

• Service Desk:

A functional unit which is the single point of contact (SPOC) for the IT organization. It handles all types of call, which can be either reported by a user or automatically generated by a tool.

• Technical Management:

Provides detailed technical skills and resources needed to support the ongoing operation of the IT infrastructure. Technical Management may also be responsible for the daily operation of a subset of the IT infrastructure.

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• IT Operations Management and Facilities Management:

i. IT operations Management is responsible for the daily operational activities needed to manage the IT infrastructure. It overlaps with the Technical and Application Management functions.

ii. Facilities Management refers to the management of the physical IT

environment, usually data centers or computer rooms.

• Application Management:

This function is responsible for managing applications throughout their lifecycle. It supports and maintains operational applications, and plays a role in the design, testing and improvement of applications.

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