Les pratiques définies dans les précédents processus se concrétisent dans la gestion du processus Service Operation. Celui-ci offre des orientations concernant l'obtention de l'efficacité et de l'efficience dans la prestation et le soutien des services, de manière à garantir une valeur à la fois pour le client et pour le prestataire de service. Les objectifs stratégiques sont finalement réalisés par le biais de Service Operation, qui se présente ainsi comme un seuil critique.

1. ITIL V3 LIFECYCLE
SERVICE OPERATION
Digicomp Academy Suisse Romande SA
Genève, Juillet 2013
ITIL Lifecycle Service Operation 1

2. Change
End
No
Event
Event Notification
Generated
Event Detected
Event Filtered
Significance?
Warning
Informational Exception
Event Correlation
Trigger
AlertAuto ResponseEvent Logged
Human Intervention
Incident
Incident/
Problem/
Change?
Problem
Problem ManagementIncident Management Change Management
Yes
Review Actions
Effective?
Close Event
ITIL Lifecycle Service Operation 2

3. No
No
End
No
No
From Event Mgmt From Web Interface User Phone Call Email Technical Staff
Incident Identification
Incident Logging
Incident Categorization
Service Request?
Yes
Incident Prioritization
To Request Fulfilment
Major Incident Procedure
Yes
Major Incident?
Initial Diagnosis
Yes Functional Escalation
2/3 Level
Yes Functional Escalation
Needed?
Investigation
& Diagnosis
Resolution and
Recovery
Hierarchic Escalation
Needed?
YesManagement
Escalation
Incident Closure
ITIL Lifecycle Service Operation 3

4. No
End
Service Desk Event Management Incident Management
Proactive Problem
Management Supplier or Contractor
Problem Detection
Problem Logging
Categorization
Prioritization
Investigation &
Diagnosis
Workaround?
Create Known
Error Record
Change Needed?
Yes
Resolution
Closure
Change Management
Major Problem? Major Problem Review
Known Error
Database
CMS
ITIL Lifecycle Service Operation 4