ITIL V3 Foundation Syllabus v4.2: Service Operation Principles a

This course is intended to help learners understand Service Operation with the Service Lifecycle. This course will assist the learner in preparing for the ITIL® V3 Foundation Level certification and is aligned with the ITIL® V3 Foundation Syllabus v4.2.

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 Syllabus v4.2. exam.

Prerequisites

None

Expected Duration (hours)
1.0

Lesson Objectives

ITIL V3 Foundation Syllabus v4.2: Service Operation Principles and Functions

• Identify the best practice principles for effective communication in Service Operation
• Identify strategies for facilitating successful meetings
• Recognize the purpose and characteristics of common service operation 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