{"id":14730,"date":"2021-10-13T15:20:26","date_gmt":"2021-10-13T09:50:26","guid":{"rendered":"https:\/\/www.invensislearning.com\/blog\/?p=14730"},"modified":"2025-05-23T10:52:00","modified_gmt":"2025-05-23T05:22:00","slug":"itil-service-operation","status":"publish","type":"post","link":"https:\/\/www.invensislearning.com\/blog\/itil-service-operation\/","title":{"rendered":"Business Value and Optimization of ITIL Service Operation"},"content":{"rendered":"<p style=\"text-align: justify;\">ITIL Service Operation serves the objective of ensuring the delivery of IT services efficiently in an organization. To ensure the consistent flow of effective IT services, the ITIL service Operation functions and processes are used. In this article, we will learn about ITIL service Operation objectives, scope, functions, processes, etc.<\/p>\n<h2><b>Purpose of ITIL Service Operation<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The main objective of IT service operations is to ensure that the required IT services are delivered efficiently and effectively as per the service level agreements to the business users and customers.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Service operations are vital for an organization as a meticulously designed and implemented process will be rendered ineffectual if the operations are ineffectively conducted.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Service operation also helps to improve the service as periodic activities for performance monitoring, assessment metrics, and data gathering are systematically conducted.<\/span><\/p>\n<h2><b>Scope of ITIL Service Operation<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The following come under the scope of Service Operation<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400; text-align: justify;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The service provided by the service provider, external supplier, or even the end-user comes under the scope of service operation.<\/span><\/li>\n<li style=\"font-weight: 400; text-align: justify;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Service management also comes under the purview of Service Operation as it provides input and influences service design, strategy, and transition.<\/span><\/li>\n<li style=\"font-weight: 400; text-align: justify;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Management of technology is an important part of service operations as all IT services need some form of technology to function.<\/span><\/li>\n<li style=\"font-weight: 400; text-align: justify;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Human resource is vital as it is the people who manage the services, technology and take the organization forward. Failure to recognize the importance of a skilled workforce will result in the <\/span><a href=\"https:\/\/www.invensislearning.com\/blog\/why-projects-fail\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">failure of projects<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ul>\n<h2><b>Business Value of ITIL Service Operation<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">In the <\/span><a href=\"https:\/\/www.invensislearning.com\/blog\/itil-service-lifecycle\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">ITIL service lifecycle<\/span><\/a><span style=\"font-weight: 400;\">, each stage adds some value to the business involved. <\/span><a href=\"https:\/\/www.invensislearning.com\/blog\/itil-service-strategy\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">Service strategy<\/span><\/a><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/www.invensislearning.com\/blog\/itil-service-design-and-its-importance\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">service design<\/span><\/a><span style=\"font-weight: 400;\">, and <\/span><a href=\"https:\/\/www.invensislearning.com\/blog\/itil-service-transition\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">service transition<\/span><\/a><span style=\"font-weight: 400;\"> play a major role in providing value to a service, but it is only in the service operations stage that the actual value imparted is visible. The values are visible through processes of a service operation such as incident management, event management, problem management, access management, and request fulfillment.<\/span><\/p>\n<p><a href=\"https:\/\/www.invensislearning.com\/itil-4-foundation-certification-training\/\" target=\"_blank\" rel=\"noopener\"><img class=\"alignnone wp-image-10077 size-full\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg\" alt=\"ITIL 4 Foundation - Invensis Learning\" width=\"864\" height=\"90\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2.jpg 864w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-300x31.jpg 300w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-768x80.jpg 768w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-150x16.jpg 150w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2020\/11\/ITIL-4-Foundation-864x90-2-696x73.jpg 696w\" sizes=\"(max-width: 864px) 100vw, 864px\" \/><\/a><\/p>\n<h2><b>Optimization of ITIL Service Operation<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">There are 2 ways to optimize service operation.<\/span><\/p>\n<h3><b> Long-Term Incremental Improvement<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">It involves the evaluation of the performance and output of all the processes and functions of service operations over time. All the reports are analyzed, and decisions are made regarding the necessity and type of improvement needed.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">For example, changes or reconfiguration of process designs and infrastructure are considered as long-term incremental improvements.<\/span><\/p>\n<h3><b> Short-Term Ongoing Improvement<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">It is concerned with smaller improvements in working practices in the service operation processes without any major change to a process or technology.<\/span><\/p>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">For example, reassigning personnel, balancing workload, and refining a process.<\/span><\/p>\n<p><iframe title=\"YouTube video player\" src=\"https:\/\/www.youtube.com\/embed\/nRsVb1j9jyo\" width=\"615\" height=\"318\" frameborder=\"0\" allowfullscreen=\"allowfullscreen\"><span data-mce-type=\"bookmark\" style=\"display: inline-block; width: 0px; overflow: hidden; line-height: 0;\" class=\"mce_SELRES_start\">?<\/span><\/iframe><\/p>\n<h2><b>Functions of ITIL Service Operation<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">There are 4 functions under service operations:<\/span><\/p>\n<p><strong><img class=\"alignnone wp-image-14732 size-full\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation.png\" alt=\"Functions of ITIL Service Operation - Invensis Learning \" width=\"698\" height=\"445\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation.png 698w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation-300x191.png 300w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation-696x444.png 696w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation-659x420.png 659w\" sizes=\"(max-width: 698px) 100vw, 698px\" \/><\/strong><\/p>\n<h3><b>1. Service Desk<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The service desk is the primary point of contact for the coordination of activities between the end-user and the IT service provider.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><b>2. Technical Management<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The role of technical management is to provide the required in-depth resources and technical skills which are necessary to support the continuing operations in the IT sector of the organization. It is their duty to assist in designing, testing, and releasing new services and improving the existing services.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><b>3. IT Operation Management<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The IT Operations Management is in charge of executing the operational activities needed on a day-to-day basis to manage the IT infrastructure in the organization.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><b>4. Application Management<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">The Application management is responsible for making decisions such as whether to make or buy a service and to play a major role in designing, testing, and improvement of applications.<\/span><\/p>\n<h2><b>Processes Under Service Operation<\/b><\/h2>\n<p><strong><img class=\"alignnone wp-image-14733 size-full\" src=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation-2.png\" alt=\"Processes Under Service Operation - Invensis Learning\" width=\"697\" height=\"381\" srcset=\"https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation-2.png 697w, https:\/\/www.invensislearning.com\/blog\/wp-content\/uploads\/2021\/10\/service-operation-2-300x164.png 300w\" sizes=\"(max-width: 697px) 100vw, 697px\" \/><\/strong><\/p>\n<h3><b>1. Event Management<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">It deals with managing an event through its life cycle. It involves detection of events, filtering them, responding to, and logging them to maintain a record.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><b>2. Incident Management<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">It is concerned with restoring the disrupted services quickly and bringing them back to normal functioning levels to minimize the impact of the disruption on the business.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><b>3. Problem Management<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Problem management deals with finding out the root cause of the incidents and taking proactive measures to ensure that such incidents don\u2019t occur in the future.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><b>4. Request Fulfilment<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">It deals with service requests, which are small and low-risk changes such as the creation of new user IDs, password changes, etc. which are not the core business of a company.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/p>\n<h3><b>5. Access Management<\/b><\/h3>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">Access management is concerned with granting access to use a service to only authorized users and preventing unauthorized ones from accessing them.<\/span><\/p>\n<h2><b>Conclusion<\/b><\/h2>\n<p style=\"text-align: justify;\"><span style=\"font-weight: 400;\">IT service operations, thus ensure that the required <\/span><a href=\"https:\/\/www.invensislearning.com\/blog\/it-service-management-overview\/\" target=\"_blank\" rel=\"noopener\"><span style=\"font-weight: 400;\">IT services<\/span><\/a><span style=\"font-weight: 400;\"> are delivered efficiently and effectively to the business users and customers since they are vital for the working of an organization. In addition, they improve the service by periodically monitoring the activities, assessing the metrics, and systematically gathering data.<\/span><\/p>\n<p style=\"text-align: justify;\"><i>Learn more about Service Management best practices through Invensis Learning\u2019s IT Service Management certification training on\u00a0<a href=\"https:\/\/www.invensislearning.com\/itil-4-foundation-certification-training\/\" target=\"_blank\" rel=\"noopener noreferrer\">ITIL 4 Foundation<\/a>,\u00a0<a href=\"https:\/\/www.invensislearning.com\/siam-foundation-certification-training\/\" target=\"_blank\" rel=\"noopener noreferrer\">SIAM\u00a0Foundation<\/a><\/i><i>,\u00a0<a href=\"https:\/\/www.invensislearning.com\/siam-professional-certification-training\/\" target=\"_blank\" rel=\"noopener noreferrer\">SIAM professional<\/a>,\u00a0<a href=\"https:\/\/www.invensislearning.com\/verism-foundation-certification-training\/\" target=\"_blank\" rel=\"noopener 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To ensure the consistent flow of effective IT services, the ITIL service Operation functions and processes are used. 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