Following on from the Quick Refererence Guide focusing on Service Design, this installment covers the Service Operations lifecycle phase of ITIL.
Service Operation is the phase in the ITIL service management lifecycle that is responsible for business-as-usual activities. It can be viewed as the ‘factory’ of IT. This implies a closer focus on the day-to-day activities and infrastructure that are used to deliver services. The overriding purpose of service operation is to deliver and support services. Management of the infrastructure and the operational activities must always support this purpose.