ITIL® Service Lifecycle: Service Operation

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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.

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

This course positions you to successfully complete the associated exam, which is offered on the last day of class at 3:00 pm for classroom students. Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience. Beginning on March 5^th, 2018, students will receive their course materials through a link in their MyGK account. This is a BYOD course. Students can download their course materials and view them on a tablet/iPad or a PC/Mac.

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

View Entire Schedule

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

Viewing outline for:

Classroom Live 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

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

ITIL Foundation Certification (v3 or newer) required
Two years of relevant work experience
To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 21 hours of personal study

ITIL® Expert

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

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Strategic and Business Management = 10
Technical Project Management = 11

Total = 21

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ITIL® Service Lifecycle: Service Operation

Classroom Live Outline

1. Service Operation Practices

2. Service Operation Principles

3. Event Management Process

4. Incident Management Process

5. Problem Management Process

6. Request Fulfillment Process

7. Access Management Process

8. Common Service Operation Activities

9. Service Desk Function

10. Technical Management Function

11. IT Operations Management Function

12. Applications Management Function

13. Service Operation Organizational Structures

14. Technology and Implementation Considerations

15. Exam Preparation/Mock Exam

16. Exam

1. Service Operation Practices

2. Service Operation Principles

3. Event Management Process

4. Incident Management Process

5. Problem Management Process

6. Request Fulfillment Process

7. Access Management Process

8. Common Service Operation Activities

9. Service Desk Function

10. Technical Management Function

11. IT Operations Management Function

12. Applications Management Function

13. Service Operation Organizational Structures

14. Technology and Implementation Considerations

15. Exam Preparation/Mock Exam

Exam Guarantee

Course Delivery