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ITIL v3 Service Operation is both the fourth ITIL v3 publication in the ITIL v3 Lifecycle Suite, and the fourth phase of the ITIL Service Lifecycle.  The ITIL Service Lifecycle comprises the following ‘phases’ - Service Strategy, Service Design, Service Transition, Service Operations, Continual Service Improvement.  Each have their own separate publication.  Those of you familiar with ISO Standards, you’ll notice the ITIL Service Lifecycle phases closely match “Plan - Do - Check - Act” found in all ISO Standards.
Service Transition details the day-to-day processes, roles, activities etc., for providing and managing the services to pre-agreed Service Level Agreements. Service Operations are also responsible for the management of the technology required in providing the support and services.

The specific processes Service Operation encompasses include: Event Management, Incident Management, Problem Management, Request Fulfilment and Access Management.  Additionally, Service Operation are responsible and carry out; Monitoring and Control, and IT Operations (e.g., server maintenance, networks, telecommunications etc.)

The functions of Operation Management include; Service Desk, Technical Management, IT Operations Management, and Application Management.

The outputs from the Service Transition phase input into Service Operation, Service Operation - as with Service Strategy, Design and Transition - outputs input to phase 5 of the ITIL Service Lifecycle; Continual Service Improvement.

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The ITIL v3 Service Operation publication is available as a book or on CD. The latter may be purchased for stand alone or networked use.  To purchase this book or the complete Lifecycle Suite, simply click the graphic links above or go to our ITIL bookshop and use the Amazon search box found in the right hand side; use the search category “books” and “ITIL Lifecycle” or, category “books” and “ITIL Service Operation”.
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ITIL v3 service operation

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