ITIL Service Operation Course Training

Answers to Popular Questions:

 
Yes, this class can be tailored to meet your specific training needs.
Yes, we provide IT Infrastructure Library consulting services.
Yes, group discounts are provided.

Course Description

 
This five-day Live Instructor-Led course provides you with an intense and focused exploration of the new and updated topics in ITIL from the point of view of the owner of a process or set of activities. The course is intended for those who work within a Service Operation (SO) environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision. Exam Voucher Included.
Course Length: 5 Days
Course Tuition: $1,690 (US)

Prerequisites

CIOs, CTOs, Managers, Supervisory Staff Team Leaders, Designers, Architects, Planners, IT Consultants, IT Audit Managers and IT Security Managers. Candidates looking to achieve credit towards the coveted ITIL Expert designation Prerequisites: The candidate must hold (photocopy required) one of the following: v3 ITIL Foundation Certificate, or v2-v3 Foundation Bridge Certificate It is also strongly recommended that the candidate have 2-4 years of professional experience within Service Management as well as defined experience in at least one of the SO processes. Certification

Course Outline

 

Introduction

    Purpose and goals
    Linking Service Operation to other ITIL Lifecycle stages
    How Service Operation creates business value
    Service Operation principles: common principles and guidelines that will influence the performance of SO processes and functions

Service Operation Principles

    Organizational issues
    Achieving balance in Service Operations

Service Operation Processes

    Event Management
    Incident Management
    Request Fulfillment
    Problem Management
    Access Management

Organizing Service Operation

    Mapping Service Operation functions to activities
    Service Operation structure
    Key functions of the Service Desk
    Structuring the Service Desk
    Service Operations Functions

Technology and Implementation

    Considerations
    Defining technology and tool requirements
    Analyzing the technology requirements for the elements of Service Operation
    Supporting Service Operation through technology
    Matching technology to the organizational situation

Implementing and Improving Service Operation

    Challenges facing Service Operation
    Identifying CSFs and risks that affect the viability of new and changed services
    Establishing critical success factors and key performance indicators (KPIs)
    Estimating benefits and risks for new or changed services

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