> # LM 5 Service Operation Study Guide

> ### Overview

> > We will study service operation, the heart of service management in this module.

> ### To Do List

> > 1. 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.
> > 2. Quiz 5 - 10 multiple choice questions from chapter 8 & 9. - Must be completed by 11/5 11:59pm.
> > 3. Discussion 6 - Watch an interview with IT support director of SPSU. Must be completed by 11/5 11:59pm.
> > 4. 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

> ### Got Questions?

> > No problem. Contact me through email or text message (706-225-9219) immediately. It's guaranteed that you'll get a response within 12 hours!