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ITIL Intermediate Certification Companion Study Guide by Liz Gallacher, Helen Morris

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Chapter 39 Organizing for Service Operation

THE FOLLOWING ITIL INTERMEDIATE EXAM OBJECTIVES ARE DISCUSSED IN THIS CHAPTER:

  • ✓  Service operation functions:
  • ✓  Service desk
    • The service desk role
    • Objectives
    • Organizational structures
    • Staffing options
    • Efficiency and effectiveness metrics
    • Issues and safeguards when outsourcing
  • ✓  Technical management
    • Technical management role
    • Objectives
    • Activities
    • Organization
    • Metrics
    • Documentation
  • ✓  Application management
    • Application management role
    • Objectives
    • Activities
    • Organization
    • Metrics
    • Documentation
  • ✓  IT operations management
    • Activities
    • Organization
    • Service operation roles
    • Service operation structures

This chapter covers how the IT service provider organizes to deliver the services to the required ...

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