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IT Service Management - A guide for ITIL Foundation Exam candidates by Aidan Lawes, Ernest Brewster, Richard Griffiths, John Sansbury

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5 SERVICE OPERATION

INTRODUCTION

Service operation is the phase of the IT service management lifecycle that is responsible for ‘business as usual’ activities. If services are not utilised or are not delivered efficiently and effectively, they will not deliver their full value, irrespective of how well designed they may be. It is service operation that is responsible for utilising the processes to deliver services to users and customers.

Service operation is where the value that has been modelled in service strategy and confirmed through service design and service transition is actually delivered. Without service operation running the services as designed and utilising the processes as designed, there would be no control and management of the ...

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