What is ITIL service operation?

Service Operation is the phase of the IT Service Management Lifecycle that is responsible for 'business as usual' activities. If services are not utilized or are not delivered efficiently and effectively, they will not deliver their full value, irrespective of how well designed they may be. It is Service Operation that is responsible for utilizing the processes to deliver services to users and customers.

Service Operation is where the value that has been modeled in Service Strategy and confirmed through Service Design and Service Transition is actually delivered. Without Service Operation running the services as designed and utilizing the processes as designed, there would be no control and management of the services. Production of meaningful metrics by Service Operation will form the basis and starting point for Service Improvement activity.