Functions in Service Operation ITIL, information technology infrastructure library
Functions in Service Operation itil, information technology infrastructure library
Service Desk
Technical Management
IT Operations Management
Applications Management
Incident Management
Deals with unplanned interruptions to IT Services or reductions in their quality
Failure of a configuration item that has not impacted a service is also an incident (e.g. Disk in RAID failure)
Reported by:
Users
Technical Staff
Monitoring Tools
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Functions in Service Operation ITIL, information technology infrastructure library
IT Service Management/Service Operation
Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the processes of event management, incident management, request fulfilment, problem management, and access management. Service operation also includes the functions of service desk, technical management, IT operations management, and application management.
The Service Lifecycle ITIL, information technology infrastructure library