ITIL®-SO: Intermediate LifeCycle: ITIL® Service Operation with Certification Exam
Details
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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Technical Management Function
- Role, Objectives, and Activities
- Relationship Between Technical Design and Technical Maintenance and Support
- Metrics to Measure Technical Management
- Key Technical Management Documentation
- Roles Supporting Technical Management
- IT Operations Management Function
- Role, Objectives, and Activities
- Metrics to Measure IT Operations Management
- Key IT Operations Management Documentation
- Roles Support IT Operations Management
- 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
- Service Operation Organizational Structures
- Different Approaches to Organizing Functions
- Advantages and Disadvantages of Each Organizational Approach
- Technology and Implementation Considerations
- Generic Technology Considerations
- Event Management Technologies
- Incident Management Technologies
- Problem Management Technologies
- Request Fulfillment Technologies
- Access Management Technologies
- Service Desk Technologies
- Managing Change in Service Operation
- Service Operation and Project Management
- Assessing and Managing Risk in Service Operation
- Operational Staff Involvement in Service Design and Service Transition
- Planning and Implementing Service Management Technologies
- Challenges of Service Operation
- CSFs of Service Operation
- Risks of Service Operation
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