ITIL® Lifecycle - Service Operation - SO

The course outline is
based on the latest syllabus from the ITIL® Official
Accreditor.
Course Contents
ITIL Service Operation:
Introduction and Overview
Service operation and the overall
ITIL lifecycle
-
Principles and objectives
-
Functions
and common activities
-
How
service operation creates business value
Balancing conflicting goals
-
Internal
IT vs. external business view
-
Stability
vs. responsiveness
-
Quality
of service vs. cost of service
-
Reactive
and proactive activities
Core Service Operation Processes
Policies, principles and basic
concepts
-
Purpose
and objectives
-
Value to
business
-
Process
activities, methods and techniques
-
Triggers,
inputs, outputs and interfaces
-
Challenges and risks
Primary ITIL processes within
service operation
-
Event
management: active and passive monitoring
-
Restoring
normal service quickly through incident
management
-
Request
fulfillment
-
Managing
problems with root cause analysis
-
Access
management
Common Service Operation
Activities
Monitoring and control of IT
operations
-
Detecting
the status of services and CIs
-
Taking
appropriate corrective action
-
Console
management/operations bridge: a central
coordination point for monitoring and
managing services
Management of the infrastructure
-
Mainframe, server and network management
-
Storage
and database administration
-
Managing
directory services and desktop support
-
Facilities and data center management
-
Improving
operational activities
Operational aspects from other
lifecycle phases
-
Change,
configuration and release
-
Availability
-
Capacity
-
Service
continuity
Organizing for Service Operation
Mapping service operation
functions to activities
-
Roles and
responsibilities
-
Understanding the organizational context
Service operation structure
-
Service
desk
-
Technical
management
-
IT
operations management
-
Application management
Key functions of the service desk
-
Logging
incidents and requests
-
First-line investigation and diagnosis
-
Managing
the lifecycle of incidents and requests
-
Keeping
users informed
Structuring the service desk
-
Local vs.
centralized
-
The
virtual service desk
-
Follow
the sun operation
Technology-Related Issues
-
Technology, tools and expertise requirements
-
Defining
architecture standards
-
Involvement in the design and build of new
services and operational practices
-
Contributing to service design, service
transition and continual service improvement
projects
-
Evaluating change requests
-
Matching
technology to the organizational situation
Implementation Challenges and
Risks
-
Managing
change in service operation
-
Service
operation and project management
-
Assessing
and managing risk
-
Operational staff in design and transition
-
Planning
service management technologies
-
Identifying Critical Success Factors (CSFs)
The ITIL® Official
Accreditor changes the course syllabus periodically
and we as an Accredited Training Organization must
keep current with the latest version of the
syllabus. For the latest version of the course
syllabus visit the ITIL® Official Site.
Our course is updated as soon as the
ITIL® Official Accreditor has made a change to the
syllabus to ensure that student is studying the
material that is in scope.
Our course is designed to be true to
the ITIL® books. You will learn core ITIL® content.
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