ITIL® Service Operation Training

ITIL® Service Operation Training

ITIL® INTERMEDIATE (LIFECYCLE MODULE) – SERVICE OPERATION

Service Operation (SO) is a free-standing qualification, but is also part of the ITIL® Intermediate Service Lifecycle stream, and one of the courses that leads to the ITIL® Expert in IT Service Management Certificate.

The ITIL® Certificate in Service Operation is intended to enable the holders of the certificate to apply the practices in resolution and support of the Service Management Lifecycle.

LEARNING OBJECTIVES & CONTENT

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification.

SERVICE OPERATION PRACTICES

  • Purpose and Objectives of Service Operation
  • Scope of Service Operation
  • Context of Service Operation in the Service Lifecycle
  • Business Value of Service Operation
  • Fundamentals

SERVICE OPERATION PRINCIPLES

  • Achieving Balance in Service Operation
  • Providing Good Service
  • Operations Staff Involvement in Other Lifecycle Stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation Inputs and Outputs

EVENT MANAGEMENT PROCESS

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

INCIDENT MANAGEMENT PROCESS

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

PROBLEM MANAGEMENT PROCESS

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

REQUEST FULFILLMENT PROCESS

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

ACCESS MANAGEMENT PROCESS

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

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

SERVICE DESK FUNCTION

  • Role, Objectives, and Organizational Structures
  • Service Desk Staffing and Environmental Considerations
  • Key Considerations for Outsourcing the Service Desk
  • Key Roles Supporting the Service Desk

TECHNICAL MANAGEMENT FUNCTION

  • Role, Objectives, and Activities
  • Relationship Between Technical Design and Technical Maintenance and Support
  • Metrics to Measure Technical Management
  • Key Technical Management Documentation
  • Roles Supporting Technical Management

IT OPERATIONS MANAGEMENT FUNCTION

  • Role, Objectives, and Activities
  • Metrics to Measure IT Operations Management
  • Key IT Operations Management Documentation
  • Roles Support IT Operations Management

APPLICATIONS MANAGEMENT FUNCTION

  • Role, Objectives, and Activities
  • Principles of Application Management
  • Application Management Lifecycle
  • Metrics to Measure Applications Management
  • Key Applications Management Documentation
  • Roles Supporting Applications Management
  • Service Operation Organizational Structures
  • Technology and Implementation Considerations

PREREQUISITE

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management.

AUDIENCE

Individuals who require a deep understanding of ITIL® Certificate in Service Strategy Operational staff involved in Process covered in SS, Technical Management, IT Operations Management and Application Management.

DURATION

  • 3 Days

EXAM PATTERN

  • 90 Minutes computer Based Exam with Eight (8) multiple choice, scenario-based, gradient scored questions.
  • Passing Score: 70% (28/40)

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