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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, or ITIL as it is commonly called, describes a set of good practices in the provisioning, management, and support of services by the IT community.