ITIL® v3 Service Operation Lifecycle
This courseware is available in a Virtual Classroom configuration.
Mastering ITIL Intermediate courses requires IT professionals to obtain a great depth of knowledge in the ITIL body of knowledge and to learn to apply…Read More
|Delivery||Blended, Classroom, Virtual Classroom|
|Languages||English, Japanese, Chinese|
What is included in ITIL® v3 Service Operation Lifecycle
Mastering ITIL Intermediate courses requires IT professionals to obtain a great depth of knowledge in the ITIL body of knowledge and to learn to apply this knowledge in real life. ITpreneurs’ blended Service Operation (SO) training course uses an optimal mix of training methods to achieve this result in a way that is most convenient, effective and economical to participants. Participants obtain the ‘knowing’ component of the course by completing 8-hours of self-paced eLearning in their own time and at their own pace. After completion of the eLearning component of the course, the program taps into the natural strengths of the classroom. In 2 days, participants are provided with a safe environment where they can learn to ‘apply’ their knowledge through a combination of case studies, assignments and role plays. This course is based on the idea “Thinking beyond the traditional classroom “box” and presenting students with an optimal mix of learning methods”.
Duration: 3 Days
Domain: Service Management
Delivery Method: Blended, Classroom, Virtual Classroom
Accreditor: AXELOS, PEOPLECERT
Available Languages: English, Japanese, Chinese
- Release Manager
- Security Administrator
- Applications Support
- IT Operations Manager
- Database Administrator
- Problem Manager
- Service Desk and Incident Manager
- Network Support
- Security Manager
At the end of this course, you will be able to:
- Understand the importance of Service Management as a practice.
- Understand the importance, principles, purpose, and objectives of Service Operation.
- Learn how all processes in Service Operation interact with other Service Lifecycle processes.
- Recognize the subprocesses, activities, methods, and functions used in each Service Operation
- Recognize the roles and responsibilities within Service Operation and the activities and functions necessary to achieve operational excellence.
- Learn how to measure Service Operation.
- Understand the technology and implementation considerations surrounding Service Operation.
- Outline the challenges, CSFs, and Risks associated with Service Operation.
Module 1: Course Introduction
- 1.1 Introduction
- 1.2 Course Introduction
- 1.3 Course Learning Objectives
- 1.4 Unique Nature of the Course
- 1.5 Course Qualification Scheme
- 1.6 Course Agenda and Exam Details
Module 2: Introduction To Service Operation
- 2.1 Purpose and Objectives
- 2.2 Scope of the Process
- 2.3 Context of Service Operation and the Service Lifecycle
- 2.4 Business Value of the Process
- 2.5 Service Operation Fundamentals
Module 3: Service Operation Principles
- 3.1 Achieving Balance in Service Operation
- 3.2 Providing Good Service
- 3.3 Operation Staff Involvement in the service Lifecycle
- 3.4 Operational Health
- 3.5 Communication
- 3.6 Documentation
- 3.7 Inputs and Outputs
- 3.8 Sample Test Question
Module 4: Service Operation Processes ─ Part 1
- 4.1 Event Management
- 4.1.1 Purpose and Objectives
- 4.1.2 Scope of the Process
- 4.1.3 Value to Business
- 4.1.4 Policies, Principles, and Basic Concepts
- 4.1.5 Designing for Event Management
- 4.1.6 Use of Event Rule Sets and Correlation Engines
- 4.1.7 Process Activities
- 4.1.8 Triggers, Inputs, Outputs, and Process Interfaces
- 4.1.9 Process Measurement
- 4.1.10 Challenges and Risks
- 4.2 Incident Management
- 4.2.1 Purpose and Objectives
- 4.2.2 Scope of the Process
- 4.2.3 Value to Business
- 4.2.4 Policies, Principles, and Basic Concepts
- 4.2.5 Process Activities, Methods, and Techniques
- 4.2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
- 4.2.7 Process Measurement
- 4.2.8 Challenges and Risks
- 4.3 Problem Management
- 4.3.1 Purpose and Objectives
- 4.3.2 Scope of the Process
- 4.3.3 Value to Business
- 4.3.4 Policies, Principles, and Basic Concepts
- 4.3.5 Process Activities, Methods, and Techniques
- 4.3.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
- 4.3.7 Process Measurement
- 4.3.8 Challenges and Risks
- 4.4 Sample Test Question
Module 5: Service Operation Processes ─ Part 2
- 5.1 Request Fulfilment
- 5.1.1 Purpose and Objectives
- 5.1.2 Scope of the Process
- 5.1.3 Business Value of the Process
- 5.1.4 Policies, Principles, and Basic Concepts
- 5.1.5 Process Activities, Methods, and Techniques
- 5.1.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
- 5.1.7 Process Measurement
- 5.1.8 Challenges and Risks
- 5.2 Access Management
- 5.2.1 Purpose and Objectives
- 5.2.2 Scope of the Process
- 5.2.3 Business Value of the Process
- 5.2.4 Policies, Principles, and Basic Concepts
- 5.2.5 Process Activities
- 5.2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
- 5.2.7 Process Measurement
- 5.2.8 Challenges and Risks
- 5.3 Group/Individual Exercise
Module 6: Common Service Operations Activities
- 6.1 Goal
- 6.2. Monitoring and Control Services
- 6.3 IT Operations
- 6.4 Server and Mainframe Management and Support
- 6.5 Network Management
- 6.6 Storage and Archival
- 6.7 Database Administration
- 6.8 Directory Services Management
- 6.9 Desktop and Mobile Device Support
- 6.10 Middleware Management
- 6.11 Internet/Web Management
- 6.12 Facilities and Data Center Management
- 6.13 Operational Activities of Processes Covered in Other Lifecycle Stages
- 6.13.1 Change Management
- 6.13.2 Service Asset and Configuration Management
- 6.13.3 Release and Deployment Management
- 6.13.4 Capacity Management
- 6.13.5 Demand Management
- 6.13.6 Availability Management
- 6.13.7 Knowledge Management
- 6.13.8 Financial Management for IT Services
- 6.13.9 ITSCM
- 6.13.10 Information Security Management
- 6.13.11 Service Level Management
- 6.14 Improvement of Operational Activities
- 6.15 Group/Individual Exercise
- 6.16 Sample Test Question
Module 7: Organizing for Service Operation
- 7.1 Functions of Service Operation
- 7.1.1 Service Desk Function
- 7.1.2 Technical Management Function
- 7.1.3 IT Operations Management Function
- 7.1.4 Application Management Function
- 7.2 Roles
- 7.3 Organizational Structures of Service Operation
- 7.4 Group/Individual Exercise
- 7.5 Sample Test Question
Module 8: Technology Considerations
- 8.1 Generic Technology Requirements
- 8.2 Evaluation Criteria for Technology and Tools for Process Implementation
- 8.3 Group/Individual Exercise
- 8.4 Sample Test Question
Module 9: Implementation of Service Operation
- 9.1 Managing Changes in Service Operation
- 9.2 Service Operation and Project Management
- 9.3 Assessing and Managing Risks in Service Operation
- 9.4 Operational Staff in Service Design and Service Transition
- 9.5 Planning and Implementing Service Management Technologies
- 9.6 Group/Individual Exercise
- 9.7 Sample Test Question
Module 10: Challenges, Critical Success Factors, and Risks
- 10.1 Objective
- 10.2 Challenges, CSFs, and Risks
Available Courseware For ITIL® v3 Service Operation Lifecycle
Includes a slide deck suitable for Classroom and Virtual Classroom delivery, instructor notes to guide the trainer through the course delivery, and a version of the Coursebook.
Coursebook with all the relevant information required for the learner to take and pass the exam.
Sample agendas for running successful Classroom, Virtual Classroom, or Blended Classroom sessions.
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Service Desk Manager At City National Bank