Service Strategy
Service Design
Service Transition
Service Operation
Continual Service Improvement
Service Life Cycle Stages
The Service Operation book describes the delivery of services. Topics include:
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Operation of services from end-to-end
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Monitoring and management of events
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Fulfillment of service requests
The following processes are involved in Service Operation.
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ITIL® process
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Equivalent ITUP Process / Activity
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Event Management
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Incident Management
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Request Fulfillment
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Problem Management
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Access Management
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Other common activities are also identified in the Service Operation book that map to ITUP processes and
activities, as shown in the following table.
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Common Service Operation Activity
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Equivalent ITUP Process / Activity
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Monitoring and Control
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IT Operations
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Mainframe Management
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Server Management and Support
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Network Management
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Storage and Archive
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Database Administration
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Directory Services Management
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Desktop Support
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Middleware Management
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Internet/Web Management
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Facilities and Data Centre Management
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Information Security Management and Service Operation
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Improvement of operational activities
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This is a part of every process.
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In the Evaluate <process> Performance activity in every process, see the Produce
Process Measurements task.
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A number of functions are identified in the Service Design book as well, as shown in the following table.
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ITIL function
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Equivalent ITUP Process/Activity
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Service Desk
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Technical Management
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IT Operations Control
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Facilities Management
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Application Management
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