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Processes & Functions in Service Operation
Processes
! Event Management ! Incident Management ! Request Fulfilment ! Problem Management ! Access Management
Process: A group of ac-vi-es designed and performed in an a=empt to achieve a pre?defined outcome.
Func-ons
! Service Desk ! IT OperaAons Management
" IT Opera-ons Control " Facili-es Management
! ApplicaAon Management ! Technical Management
Func-on: A self?contained group of people and tools who perform ac-vi-es defined within one or more processes.
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