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The ITIL Service Lifecycle is made up of five stages: Service Strategy and Design, Service Transition, Service Transition, ITIL Service Operation, Service Continual Improvement, Service Transition, Service Transition, Service Transformation, Service Operation, Service Operation, Service Transition, Service Strategy and Service Design. Each phase is interconnected to enable a successful launch of a new or improved IT service within your business. The ITIL Service Operation phase is an important and valuable part the ITIL Service Lifecycle. The IT Service Lifecycle is briefly described in the ITIL Foundation Overview course, and more in depth in the ITIL Foundation Certification course.
Scope of the ITIL Service Operation Stage
ITIL Service Operation ensures efficient, effective services
ITIL Service Operation provides guidelines for efficient and effective provision and support of services. ITIL Service Operation is where a service meets its customers. Its impact on services directly impacts customer perception. The Service Operation stage should ensure efficient and effective operation of services to maximize customer satisfaction and value.

ITIL Service Operation ensures the service’s value
In the Service Operation stage, both the customer and service provider can see the value of the service. End-customers can see the value of a service created during the ITIL Service Lifecycle stages.
ITIL Service Operation achieves strategic goals
The Service Operation stage achieves the objectives set in the business and IT strategies. ITIL Service Strategy stage is where the business vision and strategy are created. Next, ITIL Service Design stage is used to design services or updates to existing service. After testing, verifying, implementing and building new services, the ITIL Service Transition stage is completed. Finally, the ITIL Service Operation stage brings together the business strategy and vision with its customers. New or modified services are being developed to meet the needs of customers. Business objectives and visions are beginning to be realized.
ITIL Service Operation ensures stability in operations
The Service Operation stage ensures stability in operations. It is essential to ensure that customers are satisfied and feel the service is valuable by delivering services consistently and safely.
The ITIL Service Operation stage’s objectives
ITIL Service Operation coordinates the services and performs them according to service level agreements
The Service Operation stage is responsible for coordinating and performing processes so that services are managed according to agreed service levels agreements (SLA). Let’s suppose that you have agreed to respond to customer calls in less than 10 second according to your SLA. This is the ITIL Service Operation stage. Corrective actions should be taken immediately if a service does not meet the agreed levels.

The ITIL Service Operation stage manages technology
The Service Operation is also responsible to manage technology. The Service Operation stage manages any tools, equipment, or software required to deliver services to customers.
The ITIL Service Operation Stage Characteristics
The ITIL Service Operation stage adds value to its customers
The “Factory of IT” is the Service Operation stage. This is because all plans, strategies, and developments are put into action in service operation. The customer meets them in this stage. Service Operation is where the customer gets its value. This stage also shapes the customer’s perception.
ITIL Service Operation Stage manages day-to-day business
Service Operation is also where the daily business of an organization takes place. Let’s take, for example, a telecom operator. The subscriber receives voice, SMS, as well as internet services from the telecom operator. These services include voice, SMS, and internet.