ILSO: ITIL® Intermediate Module - Service Operation

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  • Private Class Price is Per Day not Per Pax
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OBJECTIVES

At the end of this course, participants should be able to:

  • Understand the main processes, relationship, benefits and challenges of ITIL v3.
  • Gain insight into the holistic service lifecycle approach that forms the core of ITIL v3.
  • Understand how these processes contribute to making an IT organization manageable
  • Learn the most important ITIL v3 definitions
  • Gain access to a standardized vocabulary
  • Prepare yourself for the certified ITIL v3 Foundation examination

WHO SHOULD ATTEND

This course is targeted for IT Managers, IT staff and process owners, Application Project and Business Managers directly involved in IT, any member of an IT organization in delivery of IT services

METHODOLOGY

This program will be presented via interactive lecture and practical hands-on activities

Introduction
  • The term “Service Operation” and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Operation
  • The ITIL processes primarily covered in Service Operation
  • The functions within Service Operation
  • The value to the business


Principles
  • Organizational issues including : Functions, Groups, Teams Department and Divisions
  • Achieving balance in Service Operations
  • Providing Service
  • Involvement in Design and Transition
  • Operational Health
  • Communication
  • Documentation

Exercise


Processes
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The operational activities of processes covered in other lifecycle phases
  • Change Management
  • Configuration Management
  • Release Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management
  • IT Service Continuity Management


Service Transition
  • Change Management
  • First part of the Quintegrator business simulation

Exercises


Activities
  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • Server Management and Support
  • Network Management
  • Storage and Archive
  • Database Management
  • Directory Services Management
  • Desktop Support
  • Middleware Management
  • Internet / Web Management
  • Facilities and Data Center Management
  • IT Security Management in relation to Service Operation
  • Improvement of Operational Activities

Exercises


Organization
  • Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Roles and Responsibilities
  • Service Operation Organizational Structures

Exercises


Technology
  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk

Exercise


Implementation
  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operations
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies


Challenges, CSFs And Risks
  • Challenges, Critical Success Factors and Risks

Exam Preparation


Trainers