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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 is a series of comprehensive, consistent publications that are used to aid the establishment of a quality ITSM framework within an organization, aligned with the international standard, namely, ISO/IEC 20000.