Which function is responsible for monitoring and controlling IT services?

The function responsible for monitoring and controlling IT services is Service Operation. This part of the ITIL framework focuses on delivering and managing IT services with the aim of ensuring that services are delivered effectively and efficiently.

Service Operation includes key processes such as incident management, problem management, event management, and request fulfillment, all of which are essential for maintaining service reliability and performance on an ongoing basis. By monitoring service events and performance, Service Operation can quickly identify issues and initiate responses, ensuring that services run smoothly and meet defined service level agreements (SLAs).

In addition, the continuous monitoring and reporting activities within Service Operation help to assess the health of IT services in real-time, enabling proactive management of resources and maintaining the overall quality of service delivery. Thus, Service Operation plays a crucial role in ensuring that IT services not only meet user needs but also align with business objectives through constant oversight and control.