Course Description:

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

The Service Operation Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level ITIL certifications
  • Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle

Learning Objectives:

Upon completion of this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The subprocesses, activities, methods and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors and risks related with Service Operation

Prerequisites:

  • Candidates for this course must:
  • Hold an ITIL Foundation Certificate or ITIL
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Agenda:

Day 1 Day 2 Day 3
1. Course Introduction 5. Service Operation Processes Part 2 7. Organizing for Service Operation
2. Introduction to Service Operation 6. Common Service Operation Activities 8. Technology Considerations
3. Service Operation Principles 6. Common Service Operation Activities 9. Implementation of Service Operation
4. Service Operation Processes Part 1 7. Organizing for Service Operation 10. Challenges, Critical Success Factors, and Risks
4. Service Operation Processes Part 1

5. Service Operation Processes Part 2

Homework (Review of the Day’s Materials) 11. Exam Preparation/Mock Exam

Ordering Options:

Description Course
Service Operation Lifecycle Course – Materials printed by ITpreneurs ITL9338MPI
Service Operation Lifecycle Course – Materials printed by partners ITL9338MPP
Service Operations Lifecycle  – Online Premium exam ITL9338XO
Service Operations Lifecycle – Paper Premium exam ITL9338XP
Service Operation Lifecycle – Online exam ITL1380 XO
Service Operation Lifecycle– Paper exam ITL1380 XP
Service Operation Lifecycle – Instructor ITL9338I

Course Outline:

Unit 1: Course Introduction
Introduction
Course Introduction
Course Learning Objectives
Unique Nature of the Course
Course Qualification Scheme
Course Agenda and Exam details
Course Agenda
ITIL Intermediate Classroom Course
ITIL Intermediate Expert Program Course
ITIL Intermediate Classroom Blended Course
ITIL Intermediate Virtual Classroom Blended Course
 Unit 2: Introduction to Service Operation
2.1 Purpose and Objectives
2.2 Scope of the Process
2.3 Context of Service Operation and the Service Lifecycle
2.4 Business Value of the Process
2.5 Service Operation Fundamentals
 Summary of Unit 2
 Unit 3: Service Operation Principles
3.1 Achieving Balance in Service Operation
3.2 Providing Good Service
3.3 Operation Staff Involvement in the service Lifecycle
3.4 Operational Health
3.5 Communication
3.6 Documentation
3.7 Inputs and Outputs
3.8 Sample Test Question
 Summary of Unit 3
 Unit 4: Service Operation Processes – Part 1
4.1 Event Management
4.1.1 Purpose and Objectives
4.1.2 Scope of the Process
4.1.3 Value to Business
4.1.4 Policies, Principles, and Basic Concepts
4.1.5 Designing for Event Management
4.1.6 Use of Event Rule Sets and Correlation Engines
4.1.7 Process Activities
4.1.8 Triggers, Inputs, Outputs, and Process Interfaces
4.1.9 Process Measurement
4.1.10 Challenges and Risks
4.2 Incident Management
4.2.1 Purpose and Objectives
4.2.2 Scope of the Process
4.2.3 Value to Business
4.2.4 Policies, Principles, and Basic Concepts
4.2.5 Process Activities, Methods, and Techniques
4.2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
4.2.7 Process Measurement
4.2.8 Challenges and Risks
4.3 Problem Management
4.3.1 Purpose and Objectives
4.3.2 Scope of the Process
4.3.3 Value to Business
4.3.4 Policies, Principles, and Basic Concepts
4.3.5 Process Activities, Methods, and Techniques
4.3.6 Triggers, Inputs, Outputs,  and Interfaces with  Other Processes
4.3.7 Process Measurement
4.3.8 Challenges and Risks
4.4 Sample Test Question
 Summary of Unit 4
Unit 5: Service Operation Processes – Part 2
5.1 Request Fulfilment
5.1.1 Purpose and Objectives
5.1.2 Scope of the Process
5.1.3 Business Value of the Process
5.1.4 Policies, Principles, and Basic Concepts
5.1.5 Process Activities, Methods, and Techniques
5.1.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
5.1.7 Process Measurement
5.1.8 Challenges and Risks
5.2 Access Management
5.2.1 Purpose and Objectives
5.2.2 Scope of the Process
5.2.3 Business Value of the Process
5.2.4 Policies, Principles, and Basic Concepts
5.2.5 Process Activities
5.2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
5.2.7 Process Measurement
5.2.8 Challenges and Risks
5.3 Group/Individual Exercise
 Summary of Unit 5
 Unit 6: Common Service Operation Activities
6.1 Goal
6.2. Monitoring and Control Services
6.3 IT Operations
6.4 Server and Mainframe Management and Support
6.5 Network Management
6.6 Storage and Archival
6.7 Database Administration
6.8 Directory Services Management
6.9 Desktop and Mobile Device Support
6.10 Middleware Management
6.11 Internet/Web Management
6.12 Facilities and Data Center Management
6.13 Operational Activities of Processes Covered in Other Lifecycle Stages
6.13.1 Change Management
6.13.2 Service Asset and Configuration Management
6.13.3 Release and Deployment Management
6.13.4 Capacity Management
6.13.5 Demand Management
6.13.6 Availability Management
6.13.7 Knowledge Management
6.13.8 Financial Management for IT Services
6.13.9 ITSCM
6.13.10 Information Security Management
6.13.11 Service Level Management
6.14 Improvement of Operational Activities
6.15 Group/Individual Exercise
6.16 Sample Test Question
  Summary of Unit 6
 Unit 7: Organizing for Service Operation
7.1 Functions of Service Operation
7.1.1 Service Desk Function
7.1.2 Technical Management Function
7.1.3 IT Operations Management Function
7.1.4 Application Management Function
7.2 Roles
7.3 Organizational Structures of Service Operation
7.4 Group/Individual Exercise
7.5 Sample Test Question
 Summary of Unit 7
 Unit 8: Technology Considerations
8.1 Generic Technology Requirements
8.2 Evaluation Criteria for Technology and Tools for Process Implementation
8.3 Group/Individual Exercise
8.4 Sample Test Question
 Summary of Unit 8
 Unit 9: Implementation of Service Operation
9.1 Managing Changes in Service Operation
9.2 Service Operation and Project Management
9.3 Assessing and Managing Risks in Service Operation
9.4 Operational Staff in Service Design and Service Transition
9.5 Planning and Implementing Service Management Technologies
9.6 Group/Individual Exercise
9.7 Sample Test Question
 Summary of Unit 9
  Unit 10: Challenges, Critical Success Factors, and Risks
10.1 Objective
10.2 Challenges, CSFs, and Risks
 Summary of Unit 10
 Unit 11 : Exam Preparation Guide
11.1 Mock Exam 1
11.2 Mock Exam 2

 

 

Ciudad:

Medellín – Colombia

Infórmate con Nosotros!

KAREN PACHECO VALDERRAMA

Celular: 3113644660 Email: karen.pacheco@celeritum.com