LM 5 Service Operation Study Guide
Overview
We will study service operation, the heart of service management in this module.
To Do List
- Read and study chapters 8, 9, &10, Service Operation Overview, Processes and Functions. Read the book chapter and use the PowerPoints as guideline. The YouTube video is a good summary of the chapters.
- Quiz 5 - 10 multiple choice questions from chapter 8 & 9. - Must be completed by 11/5 11:59pm.
- Discussion 6 - Watch an interview with IT support director of SPSU. Must be completed by 11/5 11:59pm.
- Team project 2 - we release the second team project this week. Check out Team Project 2 learning module for detailed instructions.
Learning Outcomes
This module directly contributes to the following highlighted courses outcomes.
1. Discuss the primary objectives of the IT service delivery function.
2. Provide a detailed description of the Information Technology Infrastructure Library (ITIL)
3. Critically evaluate the suitability of ITIL in a given situation
4. Formulate appropriate service level agreements
5. Analyze to what extent a given IT service organization has implemented the various ITIL disciplines, and recommend ways in which the organization may be able to improve its IT Services
After this module, student will be able to learn:
- Discuss the Service Operation Transition Planning and Support
- Describe the purpose of Service Operation
- Explain the value to business of Service Operation
- Discuss the purpose, key concepts, and main activities of following service operation processes: Event Management, Incident Management, Request Management, Problem Management, Access Management
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