IT services are only achieve their true value when the planned and expected benefits are realized. Service operation is the stage of the ITIL® service life cycle in which the work is carried out to deliver and manage services at the agreed levels to business users and customers, therefore delivering the value promised. 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 Skillsoft learning path that covers the objectives for the ITIL® Foundation Certificate in IT Service Management. ITIL® is a registered trade mark of AXELOS Limited. Used under licence of AXELOS Limited. All rights reserved.
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
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.