ITIL® Wiki - Processes of Service Operation

 Home        Imprint        Business Terms/Data Protection        FAQ        ITIL® Wiki Home        Google

Zur deutschen Version wechseln          Change to english version 

ITSMprocesses.COM - Your portal for ITSM processes and tools Dipl.-Ing. Walter Abel Management Consulting

.... ITIL® Wiki .... 

 You are here: Wiki - Processes - Service Operation

 Proceed to:          Content          ► ITIL® 2011          Processes          Roles          Documents          Key Performance Indicators


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   Chapter   ITIL® 2011 Process Library
Event Management   4.1   Event Management
Incident Management   4.2   Incident Management
Request Fulfillment   4.3   Service Request
Problem Management   4.4   Problem Management
Access Management   4.5   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 within our


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


Read our free excerpt - ITIL® 2011 processes of Service Operation

Neuer Bonus für Kunden des Gesamtpaketes


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!


Visit our ITSM Archive!


Bitte informieren Sie mich bei Updates des ITSM Archives!


Please click the above button in case you want to be informed in case of an update of our ITSM Archive.

ITIL® and IT Infrastructure Library® are registered trademarks of AXELOS Limited.

 © 2006 - 2018 Dipl.-Ing. Walter Abel Management Consulting

Last update 2018-04-17