What Is ITIL Service Operation?

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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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