| The "Service Operation" publication focuses on the delivery and control process activities for the daily safeguarding of the required stability of IT services. The Service Delivery and Service Support processes already met in ITIL Version 2 form the major part of this book. |
| The Service Operation book deals with the following instructions & processes:
- Service Operation Principles
- Service Operation Processes
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
- Common Service Operation Activities
- IT Operations (Console, Job Scheduling etc.)
- Mainframe Support
- Server Mgmt and Support
- Desktop Support, Middleware Mgmt, Internet/Web Mgmt
- Application Mgmt Activities
- IT Security
- Organization Service Operation
- Service Desk
- Technical Management
- IT Operations Management
- Application ManagementService Design Implementation
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