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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
Contact Info |
Public Training Schedule |
Phone: +84 (0)862 718 187 Email: [email protected] |
Please click below link to view our public training schedule |
Brochure VN
The International Software Quality Institute (iSQI®) is a
ITIL 2011 Trung cấp – Vận hành dịch vụ
- Trang chủ
- Đào tạo IT
- ITIL 2011 Trung cấp – Vận hành dịch vụ
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