ITIL Service Operations

Modality: 
LIVE Virtual Classes (Video Conference) 100% Interactive Learning) / Monday to Friday 

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Description

ITIL Service Operations

Days of Training: 5

Course Description

ITIL Service Operation provides guidance on organizing service delivery through the functions of operations management, technical management, and applications management integrated with the service desk that provides a key link between their activities and the business. It identifies how to link operational activities to the value of the organization and how to couple infrastructure and service management for optimum service quality and value.

Other Courses in the Series

  • ITIL Service Strategy
  • ITIL Service Design

Outline

Chapter 1: Introduction to Service Operation

  • Describe the purpose, goals and objectives of service operation
  • Describe the scope of service operation
  • Describe the business value of service operation
  • Describe the context of service operation in the ITIL service lifecycle
  • Chapter 2: Service Operation Principles
  • Balance in service operation
  • Providing a good service
  • Involvement in other lifecycle stages
  • Operational health
  • Communication
  • Documentation
  • Service Operation inputs and outputs with the service lifecycle

Chapter 3: Service Operation Processes

  • Understand the purpose and objectives of event management
  • Understand the scope of event management
  • Understand the value to business of event management
  • Understand the policies, principles and basic concepts of event management
  • Understand event management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of event management
  • Understand the critical success factor and key performance indicators of event management
  • Understand the purpose and objectives of incident management
  • Understand the scope of incident management
  • Understand the value to business of incident management
  • Understand the policies, principles and basic concepts of incident management
  • Understand incident management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of incident management
  • Understand the critical success factors and key performance indicators of incident management
  • Understand the purpose and objectives of request fulfillment
  • Understand the scope of request fulfillment
  • Understand the value to business of request fulfillment
  • Understand the policies, principles and basic concepts of request fulfillment
  • Understand the triggers, inputs, outputs and interfaces of request fulfillment
  • Understand the critical success factors and key performance indicators of request fulfillment
  • Understand the purpose and objectives of problem management
  • Understand the scope of problem management
  • Understand the value to business of problem management
  • Understand the policies, principles and basic concepts of problem management
  • Understand problem management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of problem management
  • Understand the critical success factors and key performance indicators of problem management
  • Understand the purpose and objectives of access management
  • Understand the scope of access management
  • Understand the value to business of access management
  • Understand the policies, principles and basic concepts of access management
  • Understand access management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of access management
  • Understand the critical success factors and key performance indicators of access management

Chapter 4: Common Service Operation Activities

  • Monitoring and control
  • IT operations
  • Server and mainframe management and support
  • Network management
  • Storage and archive
  • Database administration
  • Directory services management
  • Desktop and mobile device support
  • Middleware management
  • Internet/web management
  • Facilities and data center management
  • Operational activities of processes covered in other lifecycle stages
  • Improvement of operational activities
  • Chapter 5: Organizing for Service Operation
  • Service desk function
  • Technical management function
  • IT operations management function
  • Application management function
  • Roles
  • Service operation organizational structures

Chapter 6: Technology Considerations

  • Technology, tools and telephony requirements for service operation processes and functions:
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Service desk

Chapter 7: Implementation of Service Operation

  • Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:
  • Managing change in service operation
  • Service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff in design and transition
  • Planning and implementing service management technologies

Chapter 8: Challenges, Critical Success Factors & Risks

  • Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:
  • Challenges
  • Critical success factors and key performance indicators
  • Risks

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