ITIL 2011 Intermediate Qualification: Service Operation
- Duration: 24 hours
- Skill Level: All level
- Language: English
ITIL is the most widely accepted approach to IT service management in the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally. ITIL v3 Intermediate level has a modular structure with each module holding a different focus. Candidates can take as few or as many Intermediate qualifications as they require, and to suit their needs. The Intermediate modules go into more detail than the Foundation level, and is an industry-recognized qualification.
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 in IT Service Management Certificate. 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.
The modular structure of the Intermediate level allows candidates to develop an ITIL specialism. The Service Operation module will help you to gain the knowledge, skills and management techniques to coordinate all activities within this Lifecycle stage.
This is the live environment enabling day-to-day activities to provide IT services at levels agreed to between the Service Provider (IT) and its users/customers (usually the Enterprise Internal Business Unit).
- As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years professional experience working in IT Service Management. The Service Operation qualification would suit Release Manager, Security Administrator, Applications Support, IT Operations Manager, Database Administrator, Problem Manager Service Desk and Incident Manager, Network Support and Security Manager.
At the end of the course, students will be able to:
- Introduction to Service Operation
- Service Operations Principles
- Service Operation Processes
- Common Service Operation Activities
- Organizing Service Operation: Functions
- Technology Considerations
- Implementation Considerations
- Challenges, Critical Success Factors and Risks
- Coordinate and carry out the actions and processes required to deliver and manage services at agreed levels to business users and customers as well as the responsibility for the ongoing management of the technology that is used to deliver and support services.
- ITIL ITSM 2011 Foundation Certification
- ITIL 2011 Foundation Certification Boot Camp
- The purpose, objectives and scope of service operation
- The value to the business
- The context of service operation in the ITIL service lifecycle
- The fundamental aspects of service operation and the ability to define them.
- How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
- Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
- Service operation inputs and outputs.
- The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.
- How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
- How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
- How the operational activities of processes covered in other lifecycle stages contribute to service operation
- How IT operations staff should look for opportunities to improve the operational activities.
- The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
- Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.
- The generic requirements of technologies that support service management across all lifecycle stages
- The specific technology required to support the service operation processes and functions.
- Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
- Planning and implementing service management technologies within a company.
- The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.
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