ITIL Service Lifecycle: Service Operation
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ITIL Service Lifecycle: Service Operation Course
Introduction:
During this course, you will be fully immersed in understanding the fundamental concepts, processes, policies, and methodologies related to the service operation phase of the service lifecycle. The course will specifically concentrate on the purpose, principles, processes, activities, functions, enabling technology, and implementation considerations relevant to service operation.
The primary areas of focus in terms of processes during this course include:
- Event management
- Incident management
- Problem management
- Request fulfillment
- Access management
Furthermore, the course will also emphasize the organizational functions associated with service operation, namely:
- Service desk
- Technical management
- IT operations management
- Application management
Course Objectives:
This training course enables you to:
- Importance of service management as a practice concept and service operation principals, purpose, and objectives
- How all processes in ITIL service operation interact with other service lifecycle processes
- Sub-processes, activities, methods, and functions used in each of the ITIL service operation processes
- Roles and responsibilities within ITIL service operation and the activities and functions to achieve operational excellence
- How to measure ITIL service operation
- Technology and implementation considerations surrounding ITIL service operation
- Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service operation
Who Should Attend?
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Course Outlines:
Service Operation Practices
- Purpose and Objectives of Service Operation
- Scope of Service Operation
- Context of Service Operation in the Service Lifecycle
- Business Value of Service Operation
- Fundamentals
Service Operation Principles
- Achieving Balance in Service Operation
- Providing Good Service
- Operations Staff Involvement in Other Lifecycle Stages
- Operational Health
- Communication
- Documentation
- Service Operation Inputs and Outputs
Event Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Incident Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Problem Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Request Fulfillment Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Access Management Process
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- CSFs and KPIs
- Challenges and Risks
Common Service Operation Activities
- Monitoring and Control
- IT Operations
- Server and Mainframe Management and Support
- Network Management
- Storage and Archive
- Database Administration
- Directory Services Management