ITIL/Foundation/Operation

This lesson introduces the operation part of Information Technology Infrastructure Library 2011.

Objectives and Skills

Objectives and skills for this operation section of the ITIL foundation include:

• Define the main opertion ITIL components.

Activities

1. Review the key terms, then the questions below.
2. Review the questions below.
3. Use the Discuss page to post comments and questions regarding this lesson.

Key Terms

Service operation

“ A stage in the lifecycle of a service. Service operation coordinates and carries out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service operation also manages the technology that is used to deliver and support services. Service operation includes the following processes: event management, incident management, request fulfilment, problem management, and access management. Service operation also includes the following functions: service desk, technical management, IT operations management, and application management. Although these processes and functions are associated with service operation, most processes and functions have activities that take place across multiple stages of the service lifecycle. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Event Management

“ The process responsible for managing events throughout their lifecycle. Event management is one of the main activities of IT operations. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Incident Management

“ The process responsible for managing the lifecycle of all incidents. Incident management ensures that normal service operation is restored as quickly as possible and the business impact is minimized. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Request Fulfilment

“ The process responsible for managing the lifecycle of all service requests. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Access Management

“ The process responsible for allowing users to make use of IT services, data or other assets. Access management helps to protect the confidentiality, integrity and availability of assets by ensuring that only authorized users are able to access or modify them. Access management implements the policies of information security management and is sometimes referred to as rights management or identity management. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Problem Management

“ The function responsible for managing the physical environment where the IT infrastructure is located. Facilities management includes all aspects of managing the physical environment – for example, power and cooling, building access management, and environmental monitoring. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

IT Operations Control

“ The function responsible for monitoring and control of the IT services and IT infrastructure. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Facilities Management

“ The function responsible for managing the physical environment where the IT infrastructure is located. Facilities management includes all aspects of managing the physical environment – for example, power and cooling, building access management, and environmental monitoring. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Application Management

“ The function responsible for managing applications throughout their lifecycle. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Technical Management

“ The function responsible for providing technical skills in support of IT services and management of the IT infrastructure. Technical management defines the roles of support groups, as well as the tools, processes and procedures required. ” — "ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

"ITIL® 2011 glossary and abbreviations - English" (PDF). February 23, 2017. Retrieved March 8, 2017.

Review Questions

Enable JavaScript to hide answers.

Review all the ITIL definitions seen in the sub chapters previously listed:

Point added for a correct answer:
Points for an incorrect answer:
Ignore the questions' coefficients:

1 In ITIL world, what is expected from a good customer support?

	Detect issues as soon as possible to avoid them affecting too much users.
	Quickly solve incidents.
	Try as much as possible to solve issues before customer would discover them.

2 What process intends to ensure the normal operation deviations are triggered before they create incidents?

	Event management.
	Incident management.
	Problem management.

3 What process intends to identify the root cause of recurring incidents?

	Event management.
	Incident Management.
	Problem management.

References

ITIL 2011 Foundation
Transition		Continual Service Improvement