ITILB. 2011: Service Operation - AXELOS and EXIN Accredited Training
Details
- Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
- Explain the basic Service Operation Principles: Understand common principles and guidelines that influence the performance of SO processes/functions with a focus on operational support and improvement activities
- Identify Service Operation Processes & Functions: Understand the managerial and supervisory aspects of the SO processes as well as the operational activities shared across the lifecycle. Other areas of discussion include the roles and responsibilities, challenges, critical success factors and risks within each of the processes. The processes and function (in italics) include:
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
- Technical Management
- IT Operations Management (IT Operations Control, Facilities Management)
- Application Management
- Discuss common Service Operation activities: Understand the role and the responsibilities of each of the activities (e.g., Monitoring and Control, Network Management, Storage and Archive, Desktop Support, Middleware Management, etc…) and their input to all lifecycle phases
- Explore Technology and Implementation Considerations: Understand the role of technology to Service Operation and explore concepts that have great impact on SO process/function implementation
Outline
Module 00: Course Introduction
Module 01: Exam Tips
• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams
Module 02: Service Management as a Practice
• Components of the Service Lifecycle
• What is a Service?
• What Comprises Value?
• What is Service Management?
• A Process
• Generic Roles
Module 03: Overview of Service Operation (SO)
• Purpose, Objectives, Scope of SO
• SO – Value to the Business
• Service Operation Challenges
• Service Operation Critical Success Factors
• Service Operation Risks
Module 04: Exercise: ITSM and Failure
Module 05: Service Operation Principles Part 1
• Achieving Balance in Service Operation
• Providing Good Service
• Involvement in Other Lifecycle Phases
• Operational Health
• Communication
Module 06: Service Operation Principles Part 2
• Documentation
• SO Inputs and Outputs
• Generic Technology Considerations
• Exercise: “That’s Good Enough for Me”
Module 07: Monitoring and Control Part 1
• Monitor Control Loops
o Simple
o Complex
o ITSM
Module 08: Monitoring and Control Part 2
• Defining Objectives for Monitoring Control
• Types of Monitoring and Reporting
• Measurement, Metrics and KPIs
Module 09: Common SO Activities Part 1
• IT Operations
• Server & Mainframe Management and Support
• Network Management
• Storage & Archive
• Database Administration
• Directory Services Management
• Desktop & Mobile Device Support
• Middleware Management
• Internet/Web Management
• Facilities & Data Center Management
Module 10: Common SO Activities Part 2
• Operational Activities in other Lifecycle Phases
• Improvement of Operational Activities
Module 11: EXERCISE: ITSM Monitor Control Loop
Module 12: Event Management Part 1
• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Roles
Module 13: Event Management Part 2
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Designing for Event Management
• Technology Consideration
Module 14: Request Fulfillment (RF)
• Purpose/Objective/Scope
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Roles
Module 15: Request Fulfillment (RF) Part 2
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Technology Considerations
Module 16: Incident Management (IM) Part 1
• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Roles
Module 17: Incident Management (IM) Part 2
• Triggers, Inputs/Outputs &Interfaces
• Metrics
• Technology Considerations
Module 18: Problem Management (PM) Part 1
• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Roles
Module 19: Problem Management (PM) Part 2
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Technology Considerations
Module 20: Access Management (AccM) Part 1
• Purpose & Objectives
• Value to the Business
• Policies/Principles/Basic Concepts
• Process Overview
• Roles
Module 21: Access Management (AccM) Part 2
• Triggers, Inputs/Outputs & Interfaces
• Metrics
• Technical Considerations
•
Module 22: Service Desk (SD) Part 1
• SD – Purpose/Goal/Objective
• Role of the Service Desk
• Organizational Structures
Module 23: Service Desk (SD) Part 2
• Staffing Options
• Management Roles
• Metrics
• Outsourcing
Module 24: Technical Management (TM)
• Technical Management Role
• Activities
• Design/Maintenance/Support
• Management Roles
• Metrics
• Documentation
Module 25: IT Operations Management (ITOM)
• Operations Management Role
• Management Roles
• Metrics
• Documentation
Module 26: Application Management (AM)
• Application Management Role
• Activities
• Application Management Lifecycle
• Application Management Organization
• Management Roles
• Metrics
• Documentation
Module 27: SO Organizational Structures
• Technical Specialization
• Activity, Process and Geography Based
• Hybrid
Module 28: Implementation Considerations
• Managing Change
• SO & Project Management
• Assessing & Managing Risk
• Operational Staff in Service Design & Transition
• Planning & Implementing SM Technologies
Speaker/s
Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.
Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.
Schedules
| No. of Days: | 365 |
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