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

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

• 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

Class training methods  
Values

• 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

  Brochure EN

  Brochure VN