ITIL® Service Operation

Category
Information Technology/Graphic Design

Description
The ITIL Service Operation Intermediate Certificate forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of Service Operation processes and roles.

The course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.

Course Overview:

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase.

The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL Intermediate examination in Service Operation worth 3 credits.

Course Content:

1. Introduction to Service Operation:
o Purpose, Goals and Objectives
o Scope of Service Operation
o Interfaces with Other Lifecycle Phases
o Service Operation and Business Value
o Service Operation Fundamentals

2. Service Operation Principles:
o Achieving Balance
o Providing Good Service
o Core Guidance References
o Operational Health
o Communication
o Documentation
o Service Operation Inputs and Outputs

3. Service Operation Processes:
o Event Management
o Incident Management
o Problem Management
o Access Management
o Request Fulfilment

4. Common Service Operation Activities:
o Monitoring and Control
o IT Operations
o Server and Mainframe Management and Support
o Network Management
o Storage and Archive
o Database Administration
o Directory Services Management
o Desktop and Mobile Device Support
o Middleware Management
o Internet/web Management
o Facilities and Data Centre Management
o Operational Activities across the Lifecycle
o Improvement of Operational Activities

5. Organising Service Operation:
o Functions
o Service Desk
o IT Operations Management
o Technical Management
o Application Management
o Roles and Responsibilities
o Organisational Structures

6. Service Operation Technology Considerations

7. Implementation of Service Operation

8. Challenges, CSFs and Risks

Location
Brimingham

Duration
3 days

Cost
£945

Start Date
27 February 2012