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Instructor Led Training

ITIL® Intermediate: Service Operation

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:
• Service Operations Principals
• Service Operation Processes
• Common Service Operation Activities
• Organizing Service Operation: Functions
• Technology Considerations
• Implementation Considerations
• Challenges, Critical Success Factors and Risks

 

The program will cover the following modules:

Introduction
This module introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of ST within the Lifecycle; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Service Operation as a practice
• Service, its value proposition and value composition
• Functions, Processes and Roles
• The purpose, goals and objectives of Service Operation
• The scope of Service Operation and the types of processes used by Service Operation
• The position of Service Operation within the service lifecycle , the interfaces, inputs and outputs
• Potential value to business

Service Operation Principles
This module covers the Service Operation Principles, where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• 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

Service Operation Processes
This module covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Operation stage (but excludes the day to day operation of the processes which is covered in the Operational Support and Analysis Capability module; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

High level discussion of operational activities of processes covered in other Lifecycle phases:
• Change Management
• Configuration Management
• Release and Deployment Management
• Capacity Management
• Availability management
• Knowledge Management
• Financial Management
• IT Service Continuity Management

Common Service Operation Activities
This module covers the activities commonly performed in Service Operation; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• 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 Datacenter Management
• IT Security Management in relation to Service Operation
• Improvement of Operational Activities

Organizing Service Operation
This module covers the Service Operation functions and maps them to roles and responsibilities and activities. It also covers Service Operation organizational structures; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Functions
• Service Desk
• Technical Management
• IT Operations Management
• Application Management
• Roles and Responsibilities
• Service Operation Organizational Structures

Technology Considerations
This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Technology, tools and telephony requirements for the Service Operation processes and activities, including:
o Generic Requirements
o Event Management
o Incident Management
o Request Fulfillment
o Problem Management
o Access Management
o Service Desk
 

Implementation Considerations
This module covers how implementation considerations contribute to Service Operation; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• 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

Challenges, Critical Success Factors and Risks
This module covers the challenges and risks facing Service Operation and how Critical Success Factors contribute to Service Operation; where the course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze:
• Challenges, Critical Success Factors and Risks

Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
 

Course Registration

 

3 days
$2,625.00

 

Course Outline

 

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