ITIL – Service Operations Overview

Overview

Coordinates activities to deliver at agreed levels. Where all service processes come together.

Process

1. Event Management: detection of notifications of CI’s and Services
2. Incident Management: Getting things working again
   1. Indecent Diagnosis
   2. Resolution/Recovery
   3. Closure
3. Request Fulfillment: Access to standard IT Services
4. Problem Management: Eliminating problems in IT Structure
5. Access Management: user given rights to IT Service
6. Operation Management

Roles

1. Incident Manager
2. First Line Support
3. Second Line Support
4. Third Line Support

Terms

• Alert
• Event
• Impact
• Incident
• Known Error
• Known Error Database (KEDB)
• Priority
• Problem
• Service Request
• Urgency
• Workaround