Course Description
Dieser Intermediate Kurs vermittelt den Teilnehmern einen vertieften Einblick in die Service Operation Phase. Die Teilnehmer erarbeiten die Kenntnisse des Gesamtkonzepts, der Prozesse, Policies und Methoden im Zusammenhang mit der Operation Phase.
COURSE OBJECTIVES:Dieses Training bereitet die Teilnehmer auf die anerkannte ITIL® Service Operation Zertifizierung vor und ist Bestandteil der ITIL® Expert Zertifizierung.
Agenda
Introduction to service operation
- The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them
Service operation principles
- How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
Service operation inputs and outputs.
Service operation processes
- The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.
Common service operation activities
- How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
How the operational activities of processes covered in other lifecycle stages contribute to service operation
How IT operations staff should look for opportunities to improve the operational activities
Organizing for service operation
- The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles
Technology considerations
- The generic requirements of technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions
Implementation of service operation
- Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
Planning and implementing service management technologies within a company
Challenges, critical success factors and risks
- The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.
Audience
Dieser dreitägige Service Operation Lifecycle Kurs richtet sich an Personen, die ein ITIL® Foundation Zertifikat Version 2011 oder 2007 besitzen und die sich zum ITIL® Experten oder ITIL® Master weiterbilden möchten. Die Teilnehmer vertiefen ihre Service Management Best Practice Ansätze und erlangen ein vertieftes Verständnis für Service Operation.
Comments
Virtual ITIL® Lifecycle Stream - 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.