TEC207 Service and Operations Management in IT This subject uses the IT Infrastructure Library (ITIL) to address the customer service factors that determine the extent that stakeholders are satisfied with IT help desk support, technical personnel, training provision, ongoing maintenance and the implementation of technological solutions and systems updates. Underpinning this service delivery is the operationalisation of the associated IT functions and as such students are also taught the operations management practices that pertain to IT infrastructure, equipment, and computing environments.