In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.

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

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Service Operation certificate

Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.

What You'll Learn

• Importance of service management as a practice concept and service operation principals, purpose, and objectives
• How all processes in ITIL service operation interact with other service lifecycle processes
• Sub-processes, activities, methods, and functions used in each of the ITIL service operation processes
• Roles and responsibilities within ITIL service operation and the activities and functions to achieve operational excellence
• How to measure ITIL service operation
• Technology and implementation considerations surrounding ITIL service operation
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service operation

Who Needs to Attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Prerequisites

• ITIL Foundation Certification (required)
• Two years of relevant work experience
• To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Operation (2011 Edition, ISBN 9780113313075) and complete at least 21 hours of personal study

Follow-On Courses

• ITILŪ Service Lifecycle: Service Strategy
• ITILŪ Service Lifecycle: Service Design
• ITILŪ Service Lifecycle: Service Transition
• ITILŪ Service Lifecycle: Continual Service Improvement
• ITILŪ Service Capability: Planning, Protection, and Optimization
• ITILŪ Service Capability: Service Offerings and Agreements
• ITILŪ Service Capability: Release, Control, and Validation
• ITILŪ Service Capability: Operational Support and Analysis
• ITILŪ: Managing Across the Lifecycle

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• ITILŪ Certifications

Why Global Knowledge?

• Practice to Perform
  Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.
• Free Templates with Every Course
  Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.
• Flexible Courses That Fit Your Needs
  Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.
• Customization for Organizations
  Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

Course Outline

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. IT Operations Management Function

• Role, Objectives, and Activities
• Metrics to Measure IT Operations Management
• Key IT Operations Management Documentation
• Roles Support IT Operations Management

12. 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

13. Service Operation Organizational Structures

• Different Approaches to Organizing Functions
• Advantages and Disadvantages of Each Organizational Approach

14. 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

15. Exam Preparation/Mock Exam

16. Exam