Course Description
Summary
In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.The main process focus areas of this course include:•Event management•Incident management•Problem management•Request fulfillment•Access managementThe organizational functions focused on in this course include:•Service desk•Technical management•IT operations management•Application managementPlease note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Outline
Module 1: Service Operation PracticesPurpose and Objectives of Service OperationScope of Service OperationContext of Service Operation in the Service LifecycleBusiness Value of Service OperationFundamentals
Module 2: Service Operation PrinciplesAchieving Balance in Service OperationProviding Good ServiceOperations Staff Involvement in Other Lifecycle StagesOperational HealthCommunicationDocumentationService Operation Inputs and Outputs
Module 3: Event Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsChallenges and Risks
Module 4: Incident Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsChallenges and Risks
Module 5: Problem Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs and OutputsCSFs and KPIsChallenges and Risks
Module 6: Request Fulfillment ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsChallenges and Risks
Module 7: Access Management ProcessPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsProcess Activities, Methods, and TechniquesTriggers, Inputs, and OutputsCSFs and KPIsChallenges and Risks
Module 8: Common Service Operation ActivitiesMonitoring and ControlIT OperationsServer and Mainframe Management and SupportNetwork ManagementStorage and ArchiveDatabase AdministrationDirectory Services ManagementDesktop and Mobile Device SupportMiddleware ManagementInternet/Web ManagementFacilities and Data Center Management•Operational Activities of Processes in Other Lifecycle StagesImprovement of Operational Activities
Module 9: Service Desk FunctionRole, Objectives, and Organizational StructuresService Desk Staffing and Environmental ConsiderationsKey Considerations for Outsourcing the Service DeskKey Roles Supporting the Service Desk
Module 10: Technical Management FunctionRole, Objectives, and ActivitiesRelationship Between Technical Design and Technical Maintenance and SupportMetrics to Measure Technical ManagementKey Technical Management DocumentationRoles Supporting Technical Management
Module 11: IT Operations Management FunctionRole, Objectives, and ActivitiesMetrics to Measure IT Operations ManagementKey IT Operations Management DocumentationRoles Support IT Operations Management
Module 12: Applications Management FunctionRole, Objectives, and ActivitiesPrinciples of Application ManagementApplication Management LifecycleMetrics to Measure Applications ManagementKey Applications Management DocumentationRoles Supporting Applications Management
Module 13: Service Operation Organizational StructuresDifferent Approaches to Organizing FunctionsAdvantages and Disadvantages of Each Organizational Approach
Module 14: Technology and Implementation ConsiderationsGeneric Technology ConsiderationsEvent Management TechnologiesIncident Management TechnologiesProblem Management TechnologiesRequest Fulfillment TechnologiesAccess Management TechnologiesService Desk TechnologiesManaging Change in Service OperationService Operation and Project ManagementAssessing and Managing Risk in Service OperationOperational Staff Involvement in Service Design and Service TransitionPlanning and Implementing Service Management TechnologiesChallenges of Service OperationCSFs of Service OperationRisks of Service Operation
Module 15: Exam Preparation/Mock Exam
Module 16: Exam