Online access to one of the core five ITIL® publications, providing authoritative and comprehensive guidance for ITSM professionals and those studying for the ITIL® Service Operation exam.
ITIL® provides guidance on the provision of quality IT services, and on the processes needed to support them. The aim of the service operation stage of the ITIL® service lifecycle is to coordinate and carry out the processes required to deliver and manage services to business users and customers, and to manage the technology used to deliver and support services.
The advantages of online subscription are:
ITIL® 2011 Service Operation describes best practice for managing services in supported environments, and provides guidance which includes:
Other topics covered include event management, request fulfilment, problem management and access management processes, service desk functions, technical management functions, IT operations management functions, and application management functions.
The concepts in ITIL® 2011 have been updated for clarity and consistency, without affecting the overall message, ensuring every stage of the service lifecycle remains focused on the business case, and relates to all the companion process elements that follow. ITIL® 2011 is fully aligned with MSP®, M_o_R®, PRINCE2® and P3O®.
It is recommended that ITIL® 2011 Service Operation is used in conjunction with the other core ITIL® publications.
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List of figures
List of tables
Foreword
Preface
Acknowledgements
1. Introduction
2. Service management as a practice
3. Service operation principles
4. Service operation processes
5. Common service operation activities
6. Organizing for service operation
7. Technology considerations
8. Implementation of service operation
9. Challenges, risks and critical success factors
Afterword
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 cycle
References and further reading
Abbreviations and glossary
Index
This publication is also available in various different formats. Multiuser access is also available, or you can purchase all the core ITIL® books as an online subscription in the ITIL® Lifecycle Publication Suite.