Page 134 - ITIL® Foundation 3.15

Service Operation
Service Operation lifecycle stage has an objective of continually delivering stability. The maintenance of a stable environment allows services to be controlled and delivered to meet the expectation of the customer. No matter how stable an environment has been designed to be, there will be times when the service becomes unavailable...In those instances, service operations strives to be responsive to users and restore service and stability as soon as possible.
Based on AXELOS (ITIL®) material. Reproduced under license from
Service Strategy
Service Design
Service Transition
Safely Transitioned Change Early Life Support
Goal/Objective
Service Operation
1) Deliver & Manage Stable Services 1) Be Responsive
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Processes discussed within Service Operation are:
Event Management - The process responsible for detecting, making sense of, and determining how to respond to events within the IT environment.
Incident Management - The process responsible for restoring service. Request Fulfillment Management - The process responsible for dealing with user requests.
Problem Management - The process responsible for stopping future incidents, or if unable, determining how to minimize the impact of those unstoppable incidents.
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Service Portfolio
Service Pipeline - Service Catalog