Course Description
The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as providing valuable knowledge that can be implemented.
Agenda
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
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
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
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
ORGANIZATION
- Functions
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
- Roles and Responsibilities
- Service Operation Organizational Structures
TECHNOLOGY CONSIDERATIONS
- Generic Requirements
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
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
CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
- Challenges, Critical Success Factors and Risks
EXAM PREPARATION
- Sample Exams
- Feedback
- Recap
Audience
This course is recommended for CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.
Comments
Virtual ITIL® Intermediate Service Operation 2011 Edition Online Live training option
Imagine an industry-leading classroom training experience from wherever you have access to the Internet.
The Virtual Online Live events listed here gives you an effective and proven online virtual learning experience with the freedom to attend virtually from anywhere.
There is also an option of experiencing Online Live from one of the many national partner centers where a computer and headset will be provided for you.
This rich and engaging virtual classroom environment lets you conveniently interact with instructors and other students.
You will hear and see your instructor as they teach the course and answer your questions via voice or text.
Choose the online live virtual training option and you can access the recorded version even after the class has finished.
The onDemand labs give you access to the same client and server technologies covered in class so you can test, apply and hone your skills by accessing the labs before and even after the class.
Technical Requirements: a computer or laptop with a modern browser and high speed internet access along with one or two monitors.