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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.
Welcome To The Itil Open Guide! 1  The Information Technology Infrastructure Library (ITIL) defines the organisational structure and skill requirements of an information technology organisation and a set of standard operational management procedures and practices to allow the organisation to manage an IT operation and associated infrastructure.