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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