ITIL Service Lifecycle: Service Operation

IT/Networking/Server/Operating Systems
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If quantity is more than 1, Please add all Attendees' Names /Voucher #/ Learning Credit below separated with a comma. If not specified, we will contact you prior to the class start date. Special Instructions

 

Course Overview

SO (Service Operation) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares students to take the ITIL® v3 Service Operation Intermediate exam as well as proving valuable workplace knowledge.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

Course Objectives

This qualification provides a complete management-level overview of Service Operation including all its related activities. Candidates can expect to gain competencies in the following: • Introduction to Service Operation • Service Operation principles • Service Operation processes • Common Service Operation activities • Organizing for Service Operation: functions • Technology considerations • Implementation of Service Operation • Challenges, critical success factors and risks. In addition, the training for this certification includes examination preparation, and a mock examination.

Course Outline
1 - Course Introduction
2 - Service Operation Introduction
3 - Service Operation Principles
4 - Operational Staff Involvement in other Service Lifecycle Stages
5 - Implementing Service Operation
6 - Service Operation Roles and Organizational Structures
7 - Service Operation Technology
8 - Service Operation Functions

Service Desk
Technical Management
Application Management
IT Operations Management

9 - Event Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

10 - Incident Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

11 - Request Fulfillment

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

12 - Problem Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

13 - Access Management
 
Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

14 - Service Operation Common Activities

Monitoring and Control
IT Operations
Server and Mainframe Management and Support

15 - Operational Activities of processes Covered in Other Lifeycle Phases