ITIL® Intermediate Service Operation 2011 Edition

Overview:

This course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Operation intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Who Should Attend:

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

At Course Completion:

At the end of this course, you will learn:
- The term "Service Operation", and how it fits in the overall core ITIL Lifecycle
- The operational activities of processes covered in other Lifecycle phases
- Service Operation Processes
- Organizational issues including: Functions, Groups, Teams, Department and Divisions
- Service Operation Activities
- Service Operation Technology Considerations and Requirements
- Planning and Implementing Service Management Technologies
- Managing Change in Service Operations
- Challenges, Critical Success Factors and Risks

Lesson 1: COURSE INTRODUCTION

•The term "Service Operation", and how it fits in the overall core ITIL Lifecycle
•The main purpose and objectives of Service Operation
•The ITIL processes primarily covered in Service Operation
•The functions within Service Operation
•The value to the business

Lesson 2: PRINCIPLES

•Organizational issues including: Functions, Groups, Teams, Department and Divisions
•Achieving balance in Service Operations
•Providing Service
•Involvement in Design and Transition
•Operational Health
•Communication
•Documentation

Lesson 3: PROCESSES

•Event Management
•Incident Management
•Request Fulfillment
•Problem Management
•Access Management
•The operational activities of processes covered in other Lifecycle phases
•Change Management
•Configuration Management
•Release Management
•Capacity Management
•Availability Management
•Knowledge Management
•Financial Management
•IT Service Continuity Management

Lesson 4: ACTIVITIES

•Monitoring and Control
•IT Operations
•Mainframe Management
•Server Management and Support
•Network Management
•Storage and Archive
•Database Management
•Directory Services Management
•Desktop Support
•Middleware Management
•Internet/Web Management
•Facilities and Data Center Management
•IT Security Management in relation to Service Operation
•Improvement of Operational Activities

Lesson 5: ORGANIZATION

•Functions
•Service Desk
•Technical Management
•IT Operations Management
•Application Management
•Roles and Responsibilities
•Service Operation Organizational Structures

Lesson 6: TECHNOLOGY CONSIDERATIONS

•Generic Requirements
•Event Management
•Incident Management
•Request Fulfillment
•Problem Management
•Access Management
•Service Desk

Lesson 7: IMPLEMENTATION AND IMPROVEMENT

•Managing Change in Service Operations
•Service Operation and Project Management
•Assessing and Managing Risk in Service Operations
•Operational Staff in Design and Transition
•Planning and Implementing Service Management Technologies

Lesson 8: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

•Challenges, Critical Success Factors and Risks

Dienu skaits: 3 

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