ITIL^® Service Operation

Course overview

This 3-day course is designed for those involved in event management and monitoring, problem management and root cause analysis, and access management. The course also covers communication and stakeholder management, service desk organization, technical management, and application management. The course includes a 90-minute multiple-choice exam.

Prerequisites

Existing holder of the ITIL V3 Foundation Certificate, or an earlier Foundation qualification and an ITIL V3 Foundation Bridge Certificate. Candidates should have read the Service Operation book.

Audience

All IT Staff, system and network administrators, managers and executives who are responsible for the delivery of IT services in an organization. The course will be of particular interest to staff working in or managing an IT Service Operation department or wishing to include this module as part of their ITIL Expert qualification.

Ways to save

Course objectives

Upon successful completion of this course participants will:

• Gain a thorough understanding of the managerial and supervisory issues regarding IT Service Operation processes, functions and activities
• Be able to understand the important interfaces between Service Operation and the other stages within the ITIL Service Lifecycle
• Be prepared to sit the formal ITIL Service Operation examination

Next steps

• Other modular courses form the Life-cycle or Capability streams leading to the ITIL Expert qualification

Benefits to you

• Identify the ITIL lifecycle and the fundamental processes involved in Service Operation and how to integrate them into your business' IT service model
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• Learn to move the reactive relationship between IT and users to a proactive relationship

Certification value

• On successful completion of this course, the student can claim 26 education units or PDUs that can be used to attain or maintain the PMI® PMP® credential

Course outline

Introduction to Service Operation

Service Operation Principles

• Organizational issues
• Achieving balance in Service Operations

Service Operation Processes

• Event Management
• Incident management
• Request Fulfillment
• Problem Management
• Access Management
• Operational activities in other processes

Common Service Operation Activities

• Monitoring and control
• Server Management and Support
• Network Management
• Storage and archive
• Facilities and Data Center Management
• Information Security Management

Organizing Service Operation Functions

• Service Desk
• Technical Management
• IT Operations Management
• Applications Management
• Service Operation organization structures

Technology Considerations
Implementation Considerations

HF440S B.01