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ITIL® - Service Operation

Duration: 4 days
Course Price: $3,250

Course Overview:

This training course is part of the ITIL® Intermediate Lifecycle certification stream. The training course prepares candidates to take the ITIL® Service Operation intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Who Should Attend:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL® Service Operation phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

Duration:

  • Classroom Learning - 4 Day(s)
  • Online LIVE - 4 Day(s)

 

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Course Overview:

This training course is part of the ITIL® Intermediate Lifecycle certification stream. The training course prepares candidates to take the ITIL® Service Operation intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Who Should Attend:

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL® Service Operation phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

Duration:

  • Classroom Learning - 4 Day(s)
  • Online LIVE - 4 Day(s)

 

PRINCE2®, ITIL®, MSP®, M_o_R®, P3O®, P3M3® are Registered Trademarks of Axelos Limited
MoP™ and MoV™ are Trademarks of Axelos Limited
The Swirl logo™ is a Trademark of Axelos Limited

Prerequisite Comments:
An ITIL® v3 Foundation certificate and preferably two years work experience in an IT Service Management environment. 

Lesson 1COURSE 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

Lesson 2PRINCIPLES

  • 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

Lesson 3PROCESSES

  • 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

Lesson 4ACTIVITIES

  • 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

Lesson 5ORGANIZATION

  • Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Roles and Responsibilities
  • Service Operation Organizational Structures

Lesson 6TECHNOLOGY CONSIDERATIONS

  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk

Lesson 7IMPLEMENTATION 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

Lesson 8CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges, Critical Success Factors and Risks

Lesson 9EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap
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