This 2-Day Course immerses participants in the overall concepts, Processes, Policies and methods associated with the Service Operation phase of the Service Lifecycle. The Course covers the Management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting Processes. This Course is designed using an engaging scenario-based approach to Learning the core disciplines of the ITIL Best Practice and positions the student to successfully complete the associated exam.
Participants benefit from an optimal mix of Learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Operations and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions where they can apply this knowledge in Practice.
Duration Learning Credits
2 Days – 16 hours of 16 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: CAD 1295.00
Regular Price: CAD 1495.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: CAD 995.00
Regular Price: CAD 1195.00
Private Group / In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
Course Introduction
Module1: Introduction to Service Operation
● Purpose and Objectives
● Scope of the Process
● Context of Service Operation and the Service Lifecycle
● Business Value of the Process
● Service Operation Fundamentals
Module2: Service Operation Principles
● Achieving Balance in Service Operation
● Providing Good Service
● Operational Staff Involvement in the Service Lifecycle
● Operational Health
● Communication
● Documentation
● Inputs and Outputs
Module3: Service Operation Processes – Part 1
● Event Management
● Incident Management
● Problem Management
Module4: Service Operation Processes – Part 2
● Request Fulfillment
● Access Management
Module5: Common Service Operation Activities
● Goal
● Monitoring and Control Services
● IT Operations
● Server and Mainframe Management and Support
● Network Management
● Storage and Archival
● Database Administration
● Directory Services Management
● Desktop and Mobile Device Support
● Middleware Management
● Internet/Web Management
● Facilities and Data Center Management
● Operational Activities of Processes Covered in Other Lifecycle Stages
● Improvement of Operational Activities
Module6: Organizing for Service Operation
● Functions of Service Operation
● Roles
● Organizational Structures of Service Operation
Module7: Technology Considerations
● Generic Technology Requirements
● Evaluation Criteria for Technology and Tools for Process Implementation
Module8: Implementation of Service Operation
● Managing Changes in Service Operation
● Service Operation and Project Management
● Assessing and Managing Risks in Service Operation
● Operational Staff in Service Design and Service Transition
● Planning and Implementing Service Management Technologies
Module9: Challenges, Critical Success Factors, and Risks
● Objective
● Challenges, CSFs, and Risks
● Exam Preparation Guide
The Service Operation course will be of interest to:
● Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.
● Individuals who require a deeper understanding of the ITIL Service Operation stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service Management within an organization
● Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
● IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, Processes, functions and activities involved.
● A typical role includes (but is not restricted to): IT managers, Process owners, ITSM implementation teams, consultants, stakeholders or anyone else involved in the ITSM project
● Understanding Service Management as a Practice and Service Operation Principles, purpose and objective
● Understanding how all Service Operation Processes interact with other Service Lifecycle Processes
● The sub-Processes, activities, methods and functions used in each of the Service Operation Processes
● The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
● How to measure Service Operation performance
● Understanding technology and implementation Requirements in support of Service Operation
● The challenges, critical success factors and Risks related with Service Operation