ITIL® Service Lifecycle: Service Operation

Code: 2722

3 days

List Tuition : $2,695.00 USD

Course Overview

    Download PDF 

In this course, you will be immersed in the overall concepts, processes,policies, and methods associated with the service operation phase of the servicelifecycle. 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 toincrease your understanding of the core disciplines of ITIL best practices andposition you to successfully complete the associated exam. The exam will beoffered 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 management

The organizational functions focused on in this course include:

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Please note: The ITIL Foundation certification is required to take the examat the end of class. Proof of certification must be provided no later than thefirst day of class.

Certification:

ITIL Intermediate Qualification: Service Operation certificate

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Importance of service management as a practice concept and serviceoperation principals, purpose, and objectives
  • How all processes in ITIL service operation interact with other servicelifecycle processes
  • Sub-processes, activities, methods, and functions used in each of theITIL service operation processes
  • Roles and responsibilities within ITIL service operation and theactivities and functions to achieve operational excellence
  • How to measure ITIL service operation
  • Technology and implementation considerations surrounding ITIL serviceoperation
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs),and risks associated with ITIL service operation

1. Service Operation Practices

  • Purpose and Objectives of Service Operation
  • Scope of Service Operation
  • Context of Service Operation in the Service Lifecycle
  • Business Value of Service Operation
  • Fundamentals

2. Service Operation Principles

  • Achieving Balance in Service Operation
  • Providing Good Service
  • Operations Staff Involvement in Other Lifecycle Stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation Inputs and Outputs

3. Event Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

4. Incident Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

5. Problem Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs and Outputs
  • CSFs and KPIs
  • Challenges and Risks

6. Request Fulfillment Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

7. Access Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

8. Common Service Operation Activities

  • Monitoring and Control
  • IT Operations
  • Server and Mainframe Management and Support
  • Network Management
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • Operational Activities of Processes in Other Lifecycle Stages
  • Improvement of Operational Activities

9. Service Desk Function

  • Role, Objectives, and Organizational Structures
  • Service Desk Staffing and Environmental Considerations
  • Key Considerations for Outsourcing the Service Desk
  • Key Roles Supporting the Service Desk

10. Technical Management Function

  • Role, Objectives, and Activities
  • Relationship Between Technical Design and Technical Maintenance andSupport
  • Metrics to Measure Technical Management
  • Key Technical Management Documentation
  • Roles Supporting Technical Management

11. IT Operations Management Function

  • Role, Objectives, and Activities
  • Metrics to Measure IT Operations Management
  • Key IT Operations Management Documentation
  • Roles Support IT Operations Management

12. Applications Management Function

  • Role, Objectives, and Activities
  • Principles of Application Management
  • Application Management Lifecycle
  • Metrics to Measure Applications Management
  • Key Applications Management Documentation
  • Roles Supporting Applications Management

13. Service Operation Organizational Structures

  • Dif
  • ITIL Foundation Certification (v3 or newer) required
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Operation (2011 Edition,

Request a Discounted Quote




Bring Training to You

Request schedule for this course

Request a Quote for this Class

We provide government and government contractor discounts, please request a quote

Schedule



total option: 5

09/21/2020 - 09/23/2020

Request a quote

Virtual Training

10/19/2020 - 10/21/2020

Request a quote

Virtual Training

11/02/2020 - 11/04/2020

Request a quote

Virtual Training

11/23/2020 - 11/25/2020

Request a quote

Virtual Training

12/14/2020 - 12/16/2020

Request a quote

Virtual Training

Hotel and Travel can be included on your quote.
For immediate response, you can call 1-855-515-2170 or we will provide a quote within 4 business hours. Travel must be booked 14 days before training for rate to apply.

Learn How to Become a Managed Learning Member

Request a Quote

Thank you for requesting a quote, we will be in touch shortly with a quote. If you need immediate assistance, please call 855-515-2170.

Request Other Date

Request date or location you need

Don’t see the date or location you need? Contact us and let us know, we are adding dates and locations daily.