ITIL® 2011 Edition Foundation: Introduction to Service Operation

Overview/Description
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 the Cabinet Office in the United Kingdom and other countries.

Target Audience
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

Prerequisites
None

Expected Duration (hours)
1.0

Lesson Objectives

ITIL® 2011 Edition Foundation: Introduction to Service Operation

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