IT organizations must manage their day-to-day service operations 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 phase 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 with the Service Lifecycle. This course will assist the learner in preparing for the ITIL® V3 Foundation Level certification and is aligned with the ITIL® V3 Foundation Syllabus. ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
For information technology managers and support personnel who seek to improve and streamline the processes used to support the deployment of information technology within a business organization and individuals preparing for the ITIL® V3 Foundation Syllabus v4.2. exam.
Expected Duration (hours)
ITIL V3 Foundation Syllabus v4.2: Service Operation Principles and Functions
- identify the best practice principles for effective communication in Service Operation
- identify strategies for facilitating successful meetings
- recognize the purpose and characteristics of common service operation 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