The heart of ITIL lies in operations. This is the phase of service management where value is essentially created or lost, customers are awed or move away, and organizations thrive or barely survive. There may be a phase when enhancements or new developments could pause (maybe due to economic slump) but operations continue as long as the product’s end of support exists or until the service that is offered to customers is active.
They say that you need to put your money where your mouth is. For a service provider, most of the action takes place ...
