Service Operation 

Here we provide you with introductory documents relating to the Service Operation module of ITIL; documents relating to the Service Desk; Incident Management; Problem Management; Request Fulfilment; Access Management; Event Management and a spreadsheet which has been prepared to help you assess the readiness of your organisation for ITIL adoption in the Service Operation arena. You may wish to use the latter in conjunction with the Introduction to Operational Readiness document

Welcome 

Introducing Service Operation 

Glossary 

Service Desk
Introducing the Service Desk 
Building an Exceptional Service Desk 
Service Desk Roles and Responsibilities 
Service Desk Metrics

Incident Management
A Guide to Incident Management 
Incident Management Process Map
Incident Management Mindmap 
Incident Management Priority Considerations
Incident Management Roles and Responsibilities 
Incident Management KPIs and Reports 
Incident Management Process Assessment 
Sample Incident Ticket Template Information 
Dealing with Major Incidents
Major Incident Assessment 

Problem Management
A Guide to Problem Management 
Problem Management Mindmap

Request Fulfilment
A Guide to Request Fulfilment 

Access Management
A Guide to Access Management 

Event Management
A Guide to Event Management 
Event Management Process Map

Service Operation Readiness Assessment 

Introduction to Operational Readiness