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ITIL V3 - Service Operation Principles and Functions - 2.0 hours/PDUs
ITIL V3 - Service Operation Principles and Functions - 2.0 hours/PDUs
ITIL V3 - Service Operation Principles and Functions
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.
Expected Duration
2.0 hours
Objectives
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Achieve Balance in Service Operation
differentiate between examples of the conflicts that Service Operation aims to balance
identify the key conflicts that Service Operation must balance The Role of Communication in Service Operation
identify the best practice principles for effective communication in Service Operation
identify strategies for facilitating successful meetingsService Desk Roles and Objectives
determine which service desk structures to use in given examplesService Desk Staffing and Metrics
recognize examples of the factors to consider when determining staffing
recognize how to measure the effectiveness of the service deskOther Service Operation Functions
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
Course Number: ib_itil_a07_it_enus
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