ITIL® Service Operation Manual

Is the ITIL Service Operation manual suitable for me?

The ITIL Service Operation manual is best suited to anyone looking to pass the ITIL® Service Operation qualification.

What jobs can I apply for after my ITIL Service Operation training? 

It is relevant for any professional involved in the management of services, but particularly IT managers and practitioners, IT operations and support, service desk management and staff, technical management staff and application management personnel.

What are the chapters in the ITIL Service Operation manual?

•    Introduction
•    Service management as a portfolio
•    Service operation principles
•    Service operation processes
•    Common service operation activities
•    Organising for service operation
•    Technology considerations
•    Implementation of service operation
•    Challenges, risks and critical success factors
•    Appendix A: Related Guidance
•    Appendix B: Communication in service operation
•    Appendix C: Kepner and Tregoe
•    Appendix D: Ishikawa diagrams
•    Appendix E: Considerations for facilities management
•    Appendix F: Physical access control
•    Appendix G: Risk assessment and management
•    Appendix H: Pareto analysis
•    Appendix I: Examples of inputs and outputs across the service lifecycle

What does the ITIL Service Operation manual cover?

•    How to control service outages and reduce their impact
•    Maximising value of services for the business
•    Performance and benefits, providing data for continual improvement and investment planning
•    Protecting IT security by upholding authorized access levels
•    Automating operations, increasing efficiency and competitive advantage

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