ITIL® 2011 Edition Foundation: Introduction to Service Operation
For information technology professionals who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and candidates preparing for the ITIL® Foundation exam
IT organizations must manage their day-to-day service operation according to their business objectives, so that their services are aligned with their business needs. Within the IT Infrastructure Library (ITIL®), Service Operation is a stage of the Service Lifecycle that helps IT organizations manage their daily operations to provide these IT services. This course is intended to help learners understand Service Operation within the Service Lifecycle.
This course will assist the learner in preparing for the ITIL® Foundation Level certification examination and is aligned with the ITIL® 2011 Edition Foundation Syllabus.
ITIL® is a registered trade mark of AXELOS Limited.
Service Operation Scope and Functions
- describe the scope of Service Operation
- recognize the responsibilities of Service Operation
- identify the best practice principles for effective communication in Service Operation
- identify strategies for facilitating successful meetings
- determine which service desk structures to use in given examples
- recognize the dual role of Technical Management
- recognize how IT Operations Management achieves balance between its dual roles
- identify the four roles of Application Management
- recognize the features of Service Operation functions and how to select a service desk structure and how to staff it appropriately in a given example