ITIL® Wiki - Processes of Service Operation

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Best Practice ITIL® 2011 Processes of Service Operation


Service Operation according to ITIL® is in charge for the efficient and effective operation of the IT Services

  • ensuring controlled IT operation

  • monitoring of IT Services and IT Infrastructure

  • elimination of incidents

  • elimination of problems

  • user support.


Processes of ITIL® 2011 Service Operation in detail


ITIL® 2011


ITIL® 2011 Process Library






Event Management




Event Management

Incident Management




Incident Management

Request Fulfillment




Service Request

Problem Management




Problem Management

Access Management




Access Management





Operations Control



Main information flows and interfaces of ITIL® 2011 Service Operation


Main information flows and interfaces of ITIL® 2011 Service Operation


Click the image for a bigger view in a new window

(Documents within information flows only visible in our ITSM Process Collections)



Responsible roles of Service Operation


IT Operations Manager

Incident Manager

Problem Manager

Access Manager



Performance indicators of Service Operation


KPIs of Event Management

KPIs of Incident Management

KPIs of Problem Management



And now - how to realize this?


Chose our best in class process oriented approach based on practice proven process templates!


Stop unessential spending for external consulting and start towards a goal oriented implementation


All details about the process oriented implementation of Service Operation according to ITIL® 2011

  • detailed interface diagrams with description of information flows

  • descriptions of the separate processes with process step details, responsibilities and involved roles (RACI) and involved systems as well

  • checklists for the implementation

you may find in our


Click here for more details - ITIL® 2011 processes of Service Operation


Free excerpt - ITIL® 2011 processes of Service Operation

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Free access to our ITSM Archive!


All customers of the complete package of five ITIL® 2011 process collections will get an everlasting access to our ITSM Archive (templates, KPI proposals, checklists) which we are creating during the further development of our ITIL® 2011 Process Library - thus you receive always the most actual ITSM documents independent of the purchasing date for free!


Furthermore all customers of our complete package of five Process Sets acording to ITIL® 2011 and the ITIL® 2011 Procss Library with a purchase date of October 15th or later will get an free update to the version ITIL® 4 as soon as available.



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Last update 2019-01-06