ITIL

Service OperationEvent Management Incident Management Request Event ManagementIntroductionEvent Management is an important processin Service Operation lifecycle because it detects, records and updates past and currentevents for future reference.Event is defined as any detectable  or discernable  occurrence  thathas significance for  the  management  of  the  IT  infrastructure  or  the  delivery  of  IT  service  and evaluation of the impact a deviation might cause to the services may be considered an event.Purpose and ObjectivesThe purpose of Event Management  is to enable stability in IT services delivery and supportby monitoring all events that occur throughout the IT infrastructure,  to allow for “normal” Service Operation and to detect and escalate exceptions.The objectives  of Event  Management  areto detect  Events,  understand  them&nbs…

Service OperationDefinitionsIntroductionService Operation  covers a prominent  part of the service lifecycle. It contains very important  key terms that are essential  to understanding  howITIL® processes  and functions work.Key DefinitionsThere are several key definitions in Service Operations:•   Event: Detectable occurrence that arise from the IT infrastructure.•              Alert: A warning that a threshold has been exceeded or something significant has occurred in the IT infrastructure.•   Incident: An unplannedinterruption to an IT Service.•   Problem: The unknown root-cause of one or more Incidents.•              Workaround:  A  temporary  solution  to  a  problem  that  enables  the  user  to continue   using &nbs…

Service Operation  IntroductionOverviewThe Service Operation stage manages the Service providers’ performance.Purpose and ObjectivesService  Operation  provides  improvement  activities  as  well  as  supports  all  other lifecycles on a day-to-day basis.The purpose of the service operation stage of the service lifecycle is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to businessusers and customers.The objectives of Service Operationare:•   Handle day-to-day operation of Services.•              Coordinate  and carry out the activities  and process  required  to deliver and manage services.•              Responsible  forthe ongoing management  of the technology  that is used to de…

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