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What Is ITIL Service Operation?

ITIL Guide
BMC Software
by BMC Software
1 minute read

ITIL® Service Operation is the fourth of five stages of ITIL, a set of IT service management (ITSM) practices that focuses on aligning IT services with the needs of business.

ITIL Service Operation is where value is realized for the services that are delivered. In the ITIL stages of Service Strategy, Service Design, Service Transition and Continual Service Improvement, value is created but no service is consumed or no business activity is experienced.

Users can access the service during the Service Operation stage, therefore high support levels are needed to keep service consumption at high levels. No customer wants to pay for a service that does not perform as needed or is not available for usage.

Consumerization and overall service experience is a key factor in Service Operation. The goal of Service Operation is to maintain day-to-day service to the point that there are no issues with any services. When issues do occur, Service Operation principles dictate responses based on business priority as quickly as possible to resolve any situation that may disrupt the service. Service feedback from Service Operation throughout the ITIL service lifecycle enables continual service improvement.

If you’re new to ITIL, check out our Complete Guide to ITIL.

ITIL® is a Registered Trade Mark of AXELOS Limited.

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About the author

BMC Software

BMC Software

BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management set of IT solutions is designed to make digital business fast, seamless, and optimized. From mainframe to mobile to cloud and beyond, we pair high-speed digital innovation with robust IT industrialization—allowing our customers to provide intuitive user experiences with optimized performance, cost, compliance, and productivity. BMC solutions serve more than 15,000 customers worldwide including 92 of the Forbes Global 100.