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ITIL 2011 Intermediate Service Operation_EN1

Learning Objective

At the end of the training, participants are expected to:

  • 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
Training Contents

Module 1: ITIL Service Operation: Introduction and Overview

Service operation and the overall ITIL lifecycle

  • Principles and objectives
  • Functions and common activities
  • How service operation creates business value

Balancing conflicting goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities

Module 2: Core Service Operation Processes

Policies, principles and basic concepts

  • Purpose and objectives
  • Value to business
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Challenges and risks

Primary ITIL processes within service operation

  • Event management: active and passive monitoring
  • Restoring normal service quickly through incident management
  • Request fulfillment
  • Managing problems with root cause analysis
  • Access management

Module 3: Common Service Operation Activities

Monitoring and control of IT operations

  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the infrastructure

  • Mainframe, server and network management
  • Storage and database administration
  • Managing directory services and desktop support
  • Facilities and data center management
  • Improving operational activities

Operational aspects from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

Module 4: Organizing for Service Operation

Mapping service operation functions to activities

  • Roles and responsibilities
  • Understanding the organizational context

Service operation structure

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Key functions of the service desk

  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed

Structuring the service desk

  • Local vs. centralized
  • The virtual service desk
  • Follow the sun operation

Module 5: Technology-Related Issues

  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to service design, service transition and continual service improvement projects
  • Evaluating change requests
  • Matching technology to the organizational situation

Module 6: Implementation Challenges and Risks

  • Managing change in service operation
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning service management technologies
  • Identifying Critical Success Factors (CSFs)

Exam Preparation/Mock Exam

Prerequisites for international certificate

  • To prepare for the international certificate, we recommend that you review the ITIL 2011 publication Service Operation (2011 Edition, ISBN 9780113313075) and complete at least 21 hours of personal study
  • The ITIL Foundation Certificate
Target Participant
  • 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
Key Highlights

Class training methods  
Training Methods1Values

  • CUSTOMISED: Our tailor-made solutions are in line with your business goals, drawing on best practices and proven approaches
  • RESULT-ORIENTED: Our primary objective is the enhancement of business results through continuous evaluation for maintaining focus and accountability
  • COST-EFFECTIVE: Our customized and simple solutions are highly cost-effective
  • TARGETED: We use a combination of approaches and techniques to meet the objectives of our individual clients and organizational needs
  • PROCESS-ORIENTED: Our training programs are process focused, not process bound. We apply standard tools for process streamlining
  • IMPROVEMENT FOCUSED: Our techniques involve robust evaluation, open and honest communication and on-going process upgrading for continuous improvement.
  • IMPACTFUL: Our experts leverage powerful solutions that can deliver the right impetus to your business

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Course Pictures
Other Info

Contact Info

Public Training Schedule

Phone: +84 (0)862 718 187               
Email: info@apexglobal.com.vn
Please click below link to view our public training schedule

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  Brochure VN  

 

Perceived by Participants
  • Mr. Tran Van Son

    Solution Consulting; Project Manager at Cadena Vietnam Co. Ltd. The business analysis training course in practice helped me learned the way to elicit the requirement effective, mission of a business analyst professional, the value of this guy promote the customer satisfaction. It also helped me know how to develop optimal solutions suitable context of each customer, how to communicate with relevant stakeholders to get their commitment and carry out more values to customer. Thanks for professional service, Apex Global teams and trainer

  • Mr. Phuoc Nguyen

    Technical Manager at Hoang Vi Corp. After training course completed, I realized that the majority of small and medium businesses in Vietnam was not applied ITIL or did not understood about the concept of service. The guideline from training course help make it be sorted, be arranged place and right area. And when need, we just lost a little time to found it. Still 3 short days but helped us "professional" in mind, as well as how to communicate with other departments in the company to make the service better.

  • Mr. Nguyen Huynh Trung Kien

    BA Lead - Senior Consultant - TMA Solutions

    Before participating in the training, I do not quite understand ITIL, ITSM. When completed the training course I just only understand 20%. However 20% of this would be a prerequisite for the other knowledges. Three days involved to learn so rewarding.


  • Certified Partners International