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Lesson 2 Study Guide

Introduc�on to Service Opera�on
ITIL® V3 Lifecycle Courses - Service Opera�on

The ITIL V3 Lifecycle Courses – Service Operation Study Guide www.itiltrainingzone.com

Introduction to Service Operation

Welcome to the first chapter of your ITIL Training Zone Study Guide. This document is supplementary to the information available to you online, and should be used inconjunction with the videos, quizzes and exercises.
After your subscription to the course has finished online, you will still have the study guide to help you prepare for the Service Operation exam - if you’ve not taken the exam by the time your subscription expires. At the end of each Lesson as you progress through the course, you’ll be prompted to download a new chapter of the Study Guide. Bythe end of the course, you’ll have 10 chapters that build up into the full guide. This Chapter contains the Study Guide information for Lesson 2 – Introduction to Service Operation. Use this Study Guide in conjunction with your own notes that you make as you progress through the course. You may prefer to print it out, or use it on-screen. After each Lesson, you can consolidate what you have learntwhilst watching the videos and taking the quizzes by reading through the chapter of the Study Guide. If you progress on to do the Service Operation exam, your Study Guide will provide you with vital revision information. Remember, your Study Guide is yours to keep, even after your subscription to the Service Operation Course has finished.

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The ITIL V3 Lifecycle Courses – Service Operation Study Guide www.itiltrainingzone.com

Table of Contents
Study Guide Icons Lesson Contents Service Operation Meaning Operational Activities Service Operation Purpose Exercise – Poor Service Operation Service OperationValue Exercise – Service Operation Threats Lesson 2 Review 3 4 5 6 7 8 10 12 14

Page 2 of 14 © 2010 IT Training Zone LTD www.ITILTrainingZone.com ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries

The ITIL V3 Lifecycle Courses – Service Operation Study Guide www.itiltrainingzone.com

Study Guide Icons
Watch out for these icons asyou use your Study Guide. Each icon highlights an important piece of information. Tip – this will remind you of something you need to take note of, or give you some exam guidance.

Definition – key concept or term that you need to understand and remember.

Role – a job title or responsibility associated with a process or function.

Exercise Solution – suggested solution to one of the exercisesyou will complete throughout the course.

Goal or Objective – for a particular process or core volume.

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The ITIL V3 Lifecycle Courses – Service Operation Study Guide www.itiltrainingzone.com

Lesson 2 ContentsThis Lesson provided an introduction to Service Operation. We covered:
    The definition of Service Operation Service Operation Goal and Objectives The Value delivered by Service Operation Threats to the value from Service Operation

Syllabus Reference
The material in this Lesson relates to syllabus section SO01.
You can also use your syllabus to identify areas in the Service Operationvolume for further reading as part of yourself study.

Page 4 of 14 © 2010 IT Training Zone LTD www.ITILTrainingZone.com ITIL® is a registered trademark of the Office of Government Commerce in the United Kingdom and other countries

The ITIL V3 Lifecycle Courses – Service Operation Study Guide www.itiltrainingzone.com

Service Operation – Meaning and Lifecycle Placement
The first concept...
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