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ITIL®-SO: Intermediate LifeCycle: ITIL® Service Operation with Certification Exam

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In-Person / Short Course
Ended last Jun 10, 2020
USD  2,695.00

Details

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 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

Outline

    1. Service Operation Practices
      1. Purpose and Objectives of Service Operation
      2. Scope of Service Operation
      3. Context of Service Operation in the Service Lifecycle
      4. Business Value of Service Operation
      5. Fundamentals
    2. Service Operation Principles
      1. Achieving Balance in Service Operation
      2. Providing Good Service
      3. Operations Staff Involvement in Other Lifecycle Stages
      4. Operational Health
      5. Communication
      6. Documentation
      7. Service Operation Inputs and Outputs
    3. Event Management Process
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Process Activities, Methods, and Techniques
      5. Triggers, Inputs, and Outputs
      6. CSFs and KPIs
      7. Challenges and Risks
    4. Incident Management Process
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Process Activities, Methods, and Techniques
      5. Triggers, Inputs, and Outputs
      6. CSFs and KPIs
      7. Challenges and Risks
    5. Problem Management Process
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Process Activities, Methods, and Techniques
      5. Triggers, Inputs and Outputs
      6. CSFs and KPIs
      7. Challenges and Risks
    6. Request Fulfillment Process
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Process Activities, Methods, and Techniques
      5. Triggers, Inputs, and Outputs
      6. CSFs and KPIs
      7. Challenges and Risks
    7. Access Management Process
      1. Purpose, Objectives, and Scope
      2. Business Value
      3. Policies, Principles, and Basic Concepts
      4. Process Activities, Methods, and Techniques
      5. Triggers, Inputs, and Outputs
      6. CSFs and KPIs
      7. Challenges and Risks
    8. Common Service Operation Activities
      1. Monitoring and Control
      2. IT Operations
      3. Server and Mainframe Management and Support
      4. Network Management
      5. Storage and Archive
      6. Database Administration
      7. Directory Services Management
      8. Desktop and Mobile Device Support
      9. Middleware Management
      10. Internet/Web Management
      11. Facilities and Data Center Management
      12. Operational Activities of Processes in Other Lifecycle Stages
      13. Improvement of Operational Activities
    9. Service Desk Function
      1. Role, Objectives, and Organizational Structures
      2. Service Desk Staffing and Environmental Considerations
      3. Key Considerations for Outsourcing the Service Desk
      4. Key Roles Supporting the Service Desk
    10. Technical Management Function
      1. Role, Objectives, and Activities
      2. Relationship Between Technical Design and Technical Maintenance and Support
      3. Metrics to Measure Technical Management
      4. Key Technical Management Documentation
      5. Roles Supporting Technical Management
    11. IT Operations Management Function
      1. Role, Objectives, and Activities
      2. Metrics to Measure IT Operations Management
      3. Key IT Operations Management Documentation
      4. Roles Support IT Operations Management
    12. Applications Management Function
      1. Role, Objectives, and Activities
      2. Principles of Application Management
      3. Application Management Lifecycle
      4. Metrics to Measure Applications Management
      5. Key Applications Management Documentation
      6. Roles Supporting Applications Management
    13. Service Operation Organizational Structures
      1. Different Approaches to Organizing Functions
      2. Advantages and Disadvantages of Each Organizational Approach
    14. Technology and Implementation Considerations
      1. Generic Technology Considerations
      2. Event Management Technologies
      3. Incident Management Technologies
      4. Problem Management Technologies
      5. Request Fulfillment Technologies
      6. Access Management Technologies
      7. Service Desk Technologies
      8. Managing Change in Service Operation
      9. Service Operation and Project Management
      10. Assessing and Managing Risk in Service Operation
      11. Operational Staff Involvement in Service Design and Service Transition
      12. Planning and Implementing Service Management Technologies
      13. Challenges of Service Operation
      14. CSFs of Service Operation
      15. Risks of Service Operation
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