ITIL Service Lifecycle: Service Operation Classroom Live Bloomington, MN March 12, 2019

Price: $2,495

This course runs for a duration of 3 Days.

The class will run daily from 9:00am CST to 5:00pm CST.

Class Location: Bloomington - Bloomington, MN.

Enroll today to reserve your spot!

Space is limited. Enroll today.

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Description

NOTE: This course is only available by customer request. If you are interested in taking this course, please call 651-905-3729 or submit a request for a date.

In this course, you will gain an understanding of the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

The main process focus areas of this course include:

Event management
Incident management
Problem management
Request fulfillment
Access management

The organizational functions focused on in this course include:

Service desk
Technical management
IT operations management
Application management

What You'll Learn

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 Needs to 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 Overview

1. 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
2. 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
3. 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
4. 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
5. 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
6. 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
7. 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
8. 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
- Desktop and Mobile Device Support
- Middleware Management
- Internet/Web Management
- Facilities and Data Center Management
- Operational Activities of Processes in Other Lifecycle Stages
- Improvement of Operational Activities
9. Service Desk Function
- Role, Objectives, and Organizational Structures
- Service Desk Staffing and Environmental Considerations
- Key Considerations for Outsourcing the Service Desk
- Key Roles Supporting the Service Desk
10. Technical Management Function
- Role, Objectives, and Activities
- Relationship Between Technical Design and Technical Maintenance and Support
- Metrics to Measure Technical Management
- Key Technical Management Documentation
- Roles Supporting Technical Management
11. IT Operations Management Function
- Role, Objectives, and Activities
- Metrics to Measure IT Operations Management
- Key IT Operations Management Documentation
- Roles Support IT Operations Management
12. Applications Management Function
- Role, Objectives, and Activities
- Principles of Application Management
- Application Management Lifecycle
- Metrics to Measure Applications Management
- Key Applications Management Documentation
- Roles Supporting Applications Management
13. Service Operation Organizational Structures
- Different Approaches to Organizing Functions
- Advantages and Disadvantages of Each Organizational Approach
14. Technology and Implementation Considerations
- Generic Technology Considerations
- Event Management Technologies
- Incident Management Technologies
- Problem Management Technologies
- Request Fulfillment Technologies
- Access Management Technologies
- Service Desk Technologies
- Managing Change in Service Operation
- Service Operation and Project Management
- Assessing and Managing Risk in Service Operation
- Operational Staff Involvement in Service Design and Service Transition
- Planning and Implementing Service Management Technologies
- Challenges of Service Operation
- CSFs of Service Operation
- Risks of Service Operation
15. Exam Preparation/Mock Exam

Prerequisites

TIL Foundation Certification (v3 or newer) required
Two years of relevant work experience
To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 21 hours of personal study

ITIL Service Lifecycle: Service Operation Classroom Live Bloomington, MN March 12, 2019

Price: $2,495

Enroll today to reserve your spot!

Description

Course Overview

Prerequisites

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