Service Operation The main goal of ITIL service operation is to ensure that IT services are delivered efficiently and effectively. It achieves this by ensuring that the service operation reduces cost, improves quality, and returns on investments (ROI) as well as scalability. It ensures that it meets the users need, carry out routine tasks as well as fix service problems. There are five main service operation processes that include request fulfillment, incident management, problem management, access management and event management. Request fulfillment process requires them to provide information on their ability, to address any complaints as well as providing users channel at a standardized price. The scope of the request depends on the user where some require more expertise than others. Incident management manages the lifecycles of all incidents as well as returning back the IT services to the user when lost as fast as possible to ensure normal operation without disruption , as well as pointing out other areas that need attentions. It is able to categorize incident in priorities and assign urgency and impact. Problem management prevents the impact of incidence if they occur and also ensure that they don't recur. They work closely together with incident management and ensure quality IT service is achieved. On the other hand access management maintains confidentiality by ensuring that only authorized users can access the service through formulating strict security while event management actively or passively ensures that services are monitored constantly as well categorizing these events in order to initiate the best action. It also supports continuous service improvement as well as warnings. Service operation functions include technical management, service desk, application management and IT operation management. Technical management provides technical assistance as well as providing the required resources required to support the IT management lifecycle. Application management, on the other hand, is responsible for designing and testing all application throughout the lifecycle. It also ensures that the organization has appropriate staffs by recruiting and initiating training programs. Lastly, IT operation management manages the IT infrastructure on a daily basis as well as managing the physical IT environment. The scope of service operation includes; people who are managing the service and are required to have IT expertise, a technology which is what is delivered to the users, services which include all the operation services executed by either the service provider or any third party and the service management process that control all the processes. As expected conflicts may arise to curb them there is a need for agreement as well as always ensuring that a balance is attained in the service operation. In most cases users often request for services using the service desk. For instance, the request fulfillment process requires them to provide information on their ability, to address any complaints as well as providing users channel at a standardized price. The scope of the request depends on with the user where some require expertise compared to others. The service operation is capable of changing the IT services by making its management very easy and also ensuring quality services, however, to achieve this there is a need for investment in more resources not only physically but also in terms of human skills which need to monitor it closely. There may also be a challenge in the management of organization resources. The benefits out ways the cost and I believe it should be every organization objective to embrace it. References Cannon, D. W. (2007). ITIL.[4]. Service operation. . TSO (The Stationery Office). Orand, B. &. (2011). Foundations of IT Service Management with ITIL 2011: ITIL Foundation Course in a Book. c. August. Sahibudin, S. S. (2008). Combining ITIL, COBIT and ISO/IEC 27002 in order to design a comprehensive IT framework in organizations. In Modeling & Simulation, 2008. AICMS 08. Second Asia International Conference , (pp. 749-753). IEEE