ITIL® Service Operation Manual

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What is the ITIL® Service Operation manual?

The ITIL® Service Operation manual is the guidance manual from AXELOS for their Service Operation section of the ITIL® core publication. The manual will assist you in how highlighting best-practice for delivering IT to meet agreed service levels for businesses and consumers.

The ITIL® Service Operation manual describes the processes, technology and activities required to deliver service, and the people who control how the practices and services are applied.

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ITIL® Service Operation Manual

The ITIL® Service Operation manual is the official supporting publication for the Service Operation course.

Now £85Add to cart
Course Code EC113574
Course type Hard Copy

Who is it for

Is the ITIL® Service Operation manual right for me?

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


How will the ITIL® Service Operation manual help my career?

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.

Why study with us

Why purchase the ITIL® Service Operation manual with e-Careers?

  • The only source from which ITIL® exam questions are taken
  • Learn how to manage the technology needed to deliver and support services
  • The perfect supplementary material to the ITIL® Service Operation training
  • Quality assured and endorsed by itSMF International
  • Available in English, German and Japanese
  • Manual can be used for reference throughout training and to refresh your memory
  • Books are exempt from VAT.

Course Details

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

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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