ITIL Reference Process Structure – ITIL Service Operation
Index of ITIL
Processes:
Service Strategy
Process Overviews
Index of ITIL
Processes:
Service Design
Index of ITIL
Processes:
Service Transition
Index of ITIL
Processes:
Continual Service
Improvement
Index of ITIL
Processes:
Service Operation
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Process Details
Service Operation
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4
Event Management
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4.1
Maintenance of Event
Monitoring
Mechanisms and Rules
Event Filtering and 1st
Level Correlation
2nd Level Correlation
and Response Selection
Event Review and
Closure
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4.1.1
4.1.2
4.1.3
4.1.4
Incident Management
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4.2
Incident Management
Support
Incident Logging and
Categorization
Immediate Incident
Resolution by 1st Level
Support
Incident Resolution by
2nd Level Support
Handling of Major
Incidents
Incident Monitoring
and Escalation
Incident Closure and
Evaluation
Pro-Active User
Information
Incident Management
Reporting
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4.2.1
4.2.2
4.2.3
4.2.4
4.2.5
4.2.6
4.2.7
4.2.8
4.2.9
Request Fulfilment
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4.3
Request Fulfilment
Support
Request Logging and
Categorization
Request Model
Execution
Request Monitoring
and Escalation
Request Closure and
Evaluation
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4.3.1
4.3.2
4.3.3
4.3.4
4.3.5
Access Management
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4.4
Maintenance of
Catalogue of User Roles
and Access Profiles
Processing of User
Access Requests
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4.4.1
4.4.2
Problem Management
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4.5
Proactive Problem
Identification
Problem Categorization
and Prioritization
Problem Diagnosis and
Resolution
Problem and Error
Control
Problem Closure and
Evaluation
Major Problem Review
Problem Management
Reporting
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4.5.1
4.5.2
4.5.3
4.5.4
4.5.5
4.5.6
4.5.7
IT Operations Control
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4.6
Facilities Management
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4.7
Application
Management
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4.8
Technical Management
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4.9
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