By focusing on delivery and control process activities, a highly desirable, steady state of managing services can be achieved on a day-to-day basis. To ensure it is integrated with the rest of the ITIL® library, guidance is based on a selection of familiar service support and service delivery control points.

Concepts and guidance in the Service Operation publication include:

  • Application Management
  • Change Management
  • Operations Management
  • Control processes and functions
  • Scaleable practices
  • Measurement and control

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