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ITIL 2011 Intermediate Qualification: Service Operation

Course Objectives

Introduction to Service Operation
Service Operations Principles
Service Operation Processes
Common Service Operation Activities
Organizing Service Operation: Functions
Technology Considerations
Implementation Considerations
Challenges, Critical Success Factors and Risks
Coordinate and carry out the actions and processes required to deliver and manage services at agreed levels to business users and customers as well as the responsibility for the ongoing management of the technology that is used to deliver and support services.

Course Outline

Introduction to service operation
The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them.
Service operation principles
How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
Service operation inputs and outputs.
Service operation processes
The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.
Common service operation activities
How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
How the operational activities of processes covered in other lifecycle stages contribute to service operation
How IT operations staff should look for opportunities to improve the operational activities.
Organizing for service operation
The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.
Technology considerations
The generic requirements of technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions.
Implementation of service operation
Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
Planning and implementing service management technologies within a company.
Challenges, critical success factors and risks
The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.

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