ITIL® Service Lifecycle: Service Operation

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