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ITIL? Qualification Scheme Copyright ? 2007 APM Group. All rights reserved.
Glossaries/Acronyms ? Crown Copyright Office of Government Commerce.
Reproduced with the permission of the Controller of HMSO and the Office of
Government Commerce.
The language used in this course is US English. Our sources of reference for grammar, syntax, and
mechanics are The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual
of Style for Technical Publications.
ITIL? is a Registered Trade Mark, and a Registered Community Trade Mark of the
Office of Government Commerce, and is Registered in the U.S. Patent and Trademark Office.
ITIL?v3 - Published for the Office of Government Commerce under license from the
Controller of Her Majesty’s Stationery Office ? Crown Copyright 2007.
The Swirl logo? is a Trade Mark of the Office of Government Commerce.
The OGC logo? is a Registered Trade Mark of the Office of Government Commerce.
All content in italics and quotes ?Crown Copyright 2007 Reproduced under licence from OGC.
All infographics ? Crown Copyright 2007 Reproduced under licence from OGC, unless otherwise noted.
Contents
Course Introduction 1
Student and Instructor Introductions 1
Unique Nature of the Course 2
Course Learning Objectives 5
Unit 1: Service Operation 11
1.1 Concept of Service 12
1.2 Service Operation in the Service Lifecycle 14
1.3 Purpose of Service Operation 17
1.4 Processes in Service Operation 18
1.5 Functions of Service Operation 20
1.6 Value to the Business 22
Unit 2: Service Operation Principles 25
2.1 Goals and Objectives 25
2.2 Organizational issues Related to Function, Group, Team, Department, Division, and Role 26
2.3 Achieving Balance in Service Operation 28
2.4 Requirements For Providing Service 42
2.5 Involvement in Design and Transition 43
2.6 Operational Health 44
2.7 Communication 48
2.8 Documentation 52
2.9 Sample Test Question 52
Unit 3: Service Operation Processes 55
3.1 Goals 55
3.2 Event Management
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