ITIL V3 - Service Operation Principles and Functions

Overview/Description
Target Audience
Prerequisites
Expected Duration
Lesson Objectives
Course Number

---

Overview/Description
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.

Target Audience
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 exam.

Prerequisites
None

Expected Duration (hours)
2.0

Lesson Objectives

ITIL V3 - Service Operation Principles and Functions

differentiate between examples of the conflicts that Service Operation aims to balance

identify the key conflicts that Service Operation must balance

identify the best practice principles for effective communication in Service Operation

identify strategies for facilitating successful meetings

use Service Operation to identify possible causes of conflict in given examples

determine which service desk structures to use in given examples

recognize examples of the factors to consider when determining staffing

recognize how to measure the effectiveness of the service desk

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

Course Number:
ib_itil_a07_it_enus