ITIL Intermediate SO Online Training 180 Days Access

Course Overview

The module Service Operation focuses on the coordination and implementation of activities that enable the continuous management and the operation of the products and services developed or implemented during service strategy, design and transition phases of IT Service Lifecycle and the technologies and resources used for their provision.

The ITIL® Service Operation training course looks in-depth at the concepts, processes and methods set out in the Service Operation phase (supply and management of IT services) of the Service Lifecycle.

At the end of the ITIL® Intermediate: Service Operation course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Audience Profile

IT professionals who want to learn about the concepts and elements of the ITIL Service Operation phase of the Service Lifecycle and understand how this phase can be carried out to guarantee the quality of the IT Services offered ( CIO, CTO, manager, supervision team, IT architects, IT consultants, IT auditors, those in charge of security and resources who deal with the processes or the activities of the Service OperationManagement Phase).

Prerequisites

To take part in the ITIL Service Operation course you must have one of the following certificates:

• ITIL Foundation (2007 o 2011)
• ITIL v2 Foundation + v3 Foundation Bridge

Course Outline

SO Intermediate Online Training covers the following topics:
1. Introduction
a. Overview
b. Context
c. ITIL in relation to other publications in the Best Management Practice portfolio
2. Service Operation Principles
a. Achieving Balance in Service Operation
b. Internal IT View vs. External Business View
c. Stability vs. Responsiveness
d. Quality of Service vs. Cost of Service
e. Reactive vs. Proactive
f. Providing Good Service
g. Operational Health
h. Communications
i. Meetings
3. Service Operations Processes
a. Event Management
b. Incident Management
c. Request Fulfilment
d. Request Fulfilment
e. Problem Management
f. Access Management
4. Common Service Operation Activities
a. Monitoring
b. Reporting
c. Control
d. Key Performance Indicators
e. Console Management/Operations Bridge
f. Jo Scheduling
g. Backup
h. Restore
i. Print & Output Management
j. Server & Mainframe Management and Support
k. Network Management
l. Storage and Archive
m. Database Administration
n. Directory Services Management
o. Desktop and Mobile Device Support
p. Middleware Management
q. Internet/Web Management
r. Facilities and Data Center Management
5. Organizing for Service Operation Functions
a. Service Desk Function
b. Technical Management Function
c. Applications Management
d. IT Operations Management
6. Technology Considerations
a. Tools to support SO activities
b. Summary
7. Implementing Service Operation
a. Managing Change in Service Operation
b. Planning & Implementing Service Management Technologies
c. Deployment and Capacity Checks
8. Challenges, risks and critical success factors
a. Challenges
b. Critical success factors
c. Risks
d. Summary