ITIL® v3 service operation functions

- [Instructor] Another foundational ITIL V3 concept…is the role and objectives of these four functions,…or departments, or organizational units.…As well as organizational structure options…for the Service Desk Function.…Let's have a look at the outcomes for each of these,…starting with the Service Desk.…The Service Desk is made up of dedicated staff responsible…for dealing with a variety of service activities,…usually made via telephone calls, web interface,…or automatically reported infrastructure events…and can be fully or partially automated.…Technical Management are the groups, departments, or teams,…that provide technical expertise and overall management…of the IT infrastructure.…

They typically drive the strategies and choices…for infrastructure platforms, products and technologies,…and provide upper-tier support for them as well.…Operations Management is the department, group, or team…of people responsible for performing the organization's…day-to-day operational activities.…Including things like doing backups and restores,…