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Definition: (ITIL Service Operation) A formal request. from a user for something to be provided â. for example, a request for information or. advice; to reset a password; or to install a. workstation for a new user.
Information Technology Infrastructure Library (ITIL) Information technology infrastructure library (ITIL) is a widely accepted best practices framework for IT service management (ITSM). ITIL includes practices, checklists, tasks and procedures documenting the role of the ITSM function.