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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.
ITIL v3 (Information Technology Infrastructure Library)/Service Operation - Processes. 1  Event or alert is any change in state that may have implications in how service is perceived by customer. These events are a signal that service has been interrupted or there is a loss of quality.