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ITIL Intermediate Service Operation 2011 Edition

Course Overview

SO (Service Operation) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares students to take the ITIL® v3 Service Operation Intermediate exam as well as proving valuable workplace knowledge.

Who Should Attend

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.

Course Objectives

This qualification provides a complete management-level overview of Service Operation including all its related activities. Candidates can expect to gain competencies in the following: • Introduction to Service Operation • Service Operation principles • Service Operation processes • Common Service Operation activities • Organizing for Service Operation: functions • Technology considerations • Implementation of Service Operation • Challenges, critical success factors and risks. In addition, the training for this certification includes examination preparation, and a mock examination.

Other Prerequisites

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

Course Outline

1 - 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

2 - 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

3 - 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

4 - 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

5 - ORGANIZATION

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

6 - TECHNOLOGY CONSIDERATIONS

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

7 - 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

8 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges, Critical Success Factors and Risks

9 - EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap

Enroll Today

This is a 4-day class

Price: $2,595.00
Payment Options

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