IT Professional Certifications     ITIL®     ITIL® Foundation for Service Management     ITIL® 2011 Edition Foundation Syllabus exam

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An IT service only achieves it true value when the planned and expected benefits of the service design are realized. Service operation is the stage of the ITIL® service life cycle in which the service management and delivery is carried out at the agreed levels to business users and customers.
In this course, you'll be introduced to the service operation stage of the ITIL® service life cycle, including its purpose, benefits, and scope. You'll also learn about the effective communication techniques necessary during service operation activities. This course also covers the four key service operations functions including the service desk, technical management, IT operations management, and application management. This course is one of a series in the learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management (ITSM). ITIL® is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

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Objectives

Service Operation Overview recognize the scope of the service operation stage of the ITIL® service life cycle identify the responsibilities of the service operation stage of the ITIL® service life cycle identify best practices for effective communication when conducting service operation activities Service Operation Functions recognize the benefits of a service desk identify the different types of service desk structures recognize the dual role of the technical management function distinguish between the sub function tasks of the IT operations management function recognize the roles of the application management function