ITIL® Service Operation Manual

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 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

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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