ITIL Lifecycle Service Operation (SO)
This five-day Live Instructor-Led course provides you with an intense and focused exploration of the new and updated topics in ITIL® from the point of view of the owner of a process or set of activities. The course is intended for those who work within a Service Operation (SO) environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision.
- Focus on the managerial and control aspects of the operational environment with regard to Service Operation.
- Educate IT Professionals in the value of IT Service Operation.
- CIOs, CTOs, Managers, Supervisory Staff
- Team Leaders, Designers, Architects, Planners,
- IT Consultants, IT Audit Managers and IT Security Managers.
- Candidates looking to achieve credit towards the coveted ITIL Expert designation
The candidate must hold (photocopy required) one of the following:
- v3 ITIL® Foundation Certificate, or
- v2-v3 Foundation Bridge Certificate
• It is also strongly recommended that the candidate have 2-4 years of professional experience within Service Management as well as defined experience in at least one of the SO processes.
- Purpose and goals
- Linking Service Operation to other ITIL Lifecycle stages
- How Service Operation creates business value
- Service Operation principles: common principles and guidelines that will influence the performance of SO processes and functions
Service Operation Principles
- Organizational issues
- Achieving balance in Service Operations
Service Operation Processes
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
Organizing Service Operation
- Mapping Service Operation functions to activities
- Service Operation structure
- Key functions of the Service Desk
- Structuring the Service Desk
- Service Operations Functions
Technology and Implementation
- Defining technology and tool requirements
- Analyzing the technology requirements for the elements of Service Operation
- Supporting Service Operation through technology
- Matching technology to the organizational situation
Implementing and Improving Service Operation
- Challenges facing Service Operation
- Identifying CSFs and risks that affect the viability of new and changed services
- Establishing critical success factors and key performance indicators (KPIs)
- Estimating benefits and risks for new or changed services