ITIL® Service Lifecycle - Operation

		Book a course:
		State:	Choose a state... QLD	Date: What is OLL?
		City:		Time:
		Price:

Duration: 3 Days Overview: The ITIL® Intermediate Qualification: Service Operation Certificate is a free-standing qualification but is also part of the ITIL® intermediate lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Service Operation publication. Target Audience: The course syllabus covers the management-level concepts and core information of the activities and techniques within service operation, but not specific details about each of the supporting processes. The main target group for the ITIL® Intermediate Qualification: Service Operation Certificate includes, but is not restricted to: Chief information officers (CIOs) Chief technology officers (CTOs) Managers Supervisory staff Team leaders Service designers IT architects IT planners IT consultants IT audit managers IT security managers ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle Individuals who require a detailed understanding of the ITIL® service operation stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite Pre-requisites: Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission. Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required: Earlier ITIL® (V2) Foundation plus Foundation Bridge ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes) Outline: Expand All Module 1 - Course Introduction Lesson: Course Organisation Welcome to the Course! Mentoring Community Introductions Why Are You Here? Using Bloom’s Taxonomy What do you Expect? Housekeeping Online Lesson: Course Conventions & Agenda Conventions Used Quizzes & Exercises ITIL® Qualification Scheme ITIL® Lifecycle Exam Getting Started with an Online Class Module 1 Review Module 2 - IT Service Lifecycle Service Operation Lesson: Introduction to Service Operation SO & the Service Lifecycle Managing Across the Lifecycle Purpose, Goals & Objectives of Service Operation Scope of Service Operation Value of Service Operation Lesson: Principles of Service Operation Fundamentals of Service Operation The Principle of Service Operation Achieving Balance in Service Operation Balancing Stability & Responsiveness Balancing QoS & CoS Balancing Reactive & Proactive Providing Service SO & Other Lifecycle Stages Operational Health SO Communication SO Documentation Lesson: Service Operation Summary Service Operation Summary Checkpoint Module 2 Review Module 3 - Service Operation Processes Lesson: Event Management The Service Operation Model The Processes of Service Operation Introduction Purpose, Goals & Objectives Scope Value to the Business Concepts Activities of Event Management Event Occurrence & Notification Event Detection & Filtering Event Significance & Correlation Event Response Trigger & Selection Event Review & Closure Triggers, Inputs & Outputs Process Relationships Critical Success Factors Challenges & Risks Summary Lesson: Incident Management Introduction Purpose, Goals & Objectives Scope Value to the Business Concepts Activities of Incident Management Incident Logging Incident Categorisation Categorisation Incident Priority Incident Escalation Incident Diagnosis Incident Resolution & Recovery Incident Closure Expanded Incident Lifecycle Incident Management – Roles Triggers, Inputs & Outputs Process Relationships Critical Success Factors Challenges & Risk Summary Lesson: Request Fulfillment Introduction Purpose, Goals & Objectives Scope Value to the Business Concepts Activities of Request Fulfillment Menu Selection Financial Approval Other Approval Fulfillment Closure Triggers, Inputs & Outputs Process Relationships Critical Success Factors Challenges & Risks Summary Lesson: Problem Management Introduction Purpose, Goals & Objectives Scope Concepts Value to the Business Activities of Problem Management Managing the Problem Problem Analysis Techniques Managing the Known Error Triggers, Inputs & Outputs Relationships Critical Success Factors Challenges & Risks Summary Lesson: Access Management Introduction Purpose, Goals & Objectives Scope Value to the Business Concepts Activities of Access Management Access Request Access Verification Provide Rights Monitor Identity Status Log & Track Access Remove or Restrict Rights Triggers, Inputs & Outputs Relationships Critical Success Factors Challenges & Risks Summary Lesson: Operational Activities of Other Lifecycle Processes & Service Operation Processes Summary Introduction Change Management Service Asset & Configuration Management Release & Deployment Management Knowledge Management Capacity Management Availability Management IT Service Continuity Management Financial Management Service Operation Process Summary Checkpoint Module 3 Review Module 4 - Common Service Operation Activities Lesson: Common Activities Introduction Service Operation - Common Activities Monitoring & Control Control Loop IT Operations Mainframe Management Server Management & Support Network Management Storage & Archive Database Management Directory Services Management Desktop & Mobile Support Middleware Management Internet/Web Management Facilities & Data Center Management Data Center Strategies IT Security Management Improvement of Operational Activities Lesson: Common Activities Summary Common Activities Summary Checkpoint Module 4 Review Module 5 - Service Operation Functions Lesson: Service Desk Function Introduction to Service Operation Functions Introduction to Service Desk Service Desk Service Desk - Role Service Desk - Objectives Service Desk - Organisational Structures Service Desk - Staffing Service Desk - Metrics Lesson: Technical Management Function Introduction to Technical Management Technical Management Technical Management - Role Technical Management - Objectives Technical Management - Organisational Structures Technical Management - Design, Maintenance & Support Technical Management - Metrics Technical Management - Documentation Lesson: IT Operations Management Introduction to IT Service Operations Management IT Operations IT Operations - Role IT Operations - Objectives IT Operations - Organisational Structures IT Operations - Metrics Operations Management - Documentation Lesson: Application Management Function Introduction to Application Management Application Management Application Management - Role Application Management - Objectives Application Management - Principles Application Lifecycle Application Management - Generic Activities Application Management - Organisational Structures Application Management - Roles & Responsibilities Application Management - Metrics Application Management - Documentation Lesson: Service Operation Functions Summary Service Operation Functions Summary Checkpoint Module 5 Review Module 6 - Technical Considerations Lesson: Service Operation Organisational Structures Organisational Structures Specialisation Based Structures Activity Based Structures Process Based Structures Geography Based Structures Hybrid Structures Lesson: Roles & Responsibilities Introduction Generic Roles Service Owner Process Owner Process Manager Process Practitioner Service Operation - Roles Service Desk Technical Management IT Operations Application Management Event Management Incident Management Request Fulfillment Problem Management Access Management Lesson: Technology Considerations Service Operation Technology Considerations Event Management Desired Features Incident Management Desired Features Request Fulfillment Desired Features Problem Management Desired Features Access Management Desired Features Service Desk Desired Features Lesson: Implementing Service Operation Service Operation Implementation Managing Change in SO SO & Project Management Assessing & Managing Risk Involvement in Design & Transition Planning & Implementing Technology Challenges Critical Success Factors Risks Lesson: Service Operation Considerations Summary Service Operation Considerations Summary Checkpoint Module 6 Review Course Closure