ITIL(r) Service Operation Concepts

ITIL® 2011    |    Intermediate
  • 9 Videos | 28m 4s
  • Includes Assessment
  • Earns a Badge
  • Certification PMI PDU
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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(r) 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(r) 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 Skillsoft learning path that covers the objectives for the ITIL(r) Foundation Certificate in IT Service Management (ITSM). ITIL(r) is a registered trade mark of AXELOS Limited. Used under license of AXELOS Limited. All rights reserved.

WHAT YOU WILL LEARN

  • recognize the scope of the service operation stage of the ITIL® service lifecycle
    identify the responsibilities of the service operation stage of the ITIL® service lifecycle
    identify best practices for effective communication when conducting service operation activities
    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

IN THIS COURSE

  • Playable
    1. 
    ITIL® Service Operation Concepts
    32s
    UP NEXT
  • Playable
    2. 
    Service Operation Scope
    4m 29s
  • Locked
    3. 
    Service Operation Responsibilities
    2m 39s
  • Locked
    4. 
    Effective Service Operation Communication Practices
    3m 48s
  • Locked
    5. 
    Service Desk Benefits
    3m 2s
  • Locked
    6. 
    Service Desk Structure Types
    4m 38s
  • Locked
    7. 
    Technical Management
    3m 21s
  • Locked
    8. 
    IT Operations Management
    3m 3s
  • Locked
    9. 
    Application Management
    2m 33s

EARN A DIGITAL BADGE WHEN YOU COMPLETE THIS COURSE

Skillsoft is providing you the opportunity to earn a digital badge upon successful completion of this course, which can be shared on any social network or business platform

Digital badges are yours to keep, forever.

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