A pack of 10 copies of Key Element Guide: ITIL Service Operation, 2011 Edition is ideal for ITIL Intermediate Service Operation courses, or if you want to provide each member of your IT Service Management team with their own copy.
Each ITIL® Key Element Guide provides an overview of each of the five elements of the ITIL® service lifecycle, and is written by the same team which wrote the main ITIL® core titles. Key Element Guide: ITIL Service Operation, 2011 Edition offers a concise summary of the contents of ITIL® 2011 Service Operation, reducing the core volume to its salient points.
The purpose of the service operation stage of the 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.
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.
You can also buy single copies of this book here: Key Element Guide – ITIL Service Operation, 2011 Edition (Single Copies).
You can buy all five Key Element Guides in one pack here: Key Element Guide Suite - 2011 Edition.