ITIL® – Service Operation (SO) 2 Days Virtual Live Training in Canberra

Course Description:

This ITIL Service Lifecycle Course immerses participants in the overall concepts, Processes, Policies and methods associated with the Service Operation phase of the Service Lifecycle. The Course covers the Management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting Processes. This Course is designed using an engaging scenario-based approach to Learning the core disciplines of the ITIL Best Practice and positions the student to successfully complete the associated exam.

 Participants benefit from an optimal mix of Learning methods that provides them with the most effective way to build their ITIL knowledge with respect to Service Operations and learn to apply this knowledge in real life. Participants can complete eLearning modules in their own time to build the right level of knowledge before participating in interactive classroom or virtual classroom sessions where they can apply this knowledge in Practice.

 Course Topics:

 Course Introduction

 Module1: Introduction to Service Operation

●     Purpose and Objectives

●     Scope of the Process

●     Context of Service Operation and the Service Lifecycle

●     Business Value of the Process

●     Service Operation Fundamentals

Module2: Service Operation Principles

●     Achieving Balance in Service Operation

●     Providing Good Service

●     Operational Staff Involvement in the Service Lifecycle

●     Operational Health

●     Communication

●     Documentation

●     Inputs and Outputs

Module3: Service Operation Processes – Part 1

●     Event Management

●     Incident Management

●     Problem Management

Module4: Service Operation Processes – Part 2

●     Request Fulfillment

●     Access Management

Module5: Common Service Operation Activities

●     Goal

●     Monitoring and Control Services

●     IT Operations

●     Server and Mainframe Management and Support

●     Network Management

●     Storage and Archival

●     Database Administration

●     Directory Services Management

●     Desktop and Mobile Device Support

●     Middleware Management

●     Internet/Web Management

●     Facilities and Data Center Management

●     Operational Activities of Processes Covered in Other Lifecycle Stages

●     Improvement of Operational Activities

Module6: Organizing for Service Operation

●     Functions of Service Operation

●     Roles

●     Organizational Structures of Service Operation

Module7: Technology Considerations

●     Generic Technology Requirements

●     Evaluation Criteria for Technology and Tools for Process Implementation

Module8: Implementation of Service Operation

●     Managing Changes in Service Operation

●     Service Operation and Project Management

●     Assessing and Managing Risks in Service Operation

●     Operational Staff in Service Design and Service Transition

●     Planning and Implementing Service Management Technologies

Module9: Challenges, Critical Success Factors, and Risks

●     Objective

●     Challenges, CSFs, and Risks

●     Exam Preparation Guide

 Learning Goals:

●     Understanding Service Management as a Practice and Service Operation Principles, purpose and objective

●     Understanding how all Service Operation Processes interact with other Service Lifecycle Processes

●     The sub-Processes, activities, methods and functions used in each of the Service Operation Processes

●     The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence

●     How to measure Service Operation performance

●     Understanding technology and implementation Requirements in support of Service Operation

●     The challenges, critical success factors and Risks related with Service Operation

 Course Agenda:

 6 hours of self-paced, instructor-supported eLearning

 Day 1

●     Introduction

●     Service Operation Principles

●     Service Operation Processes

●     Lunch

●     Service Operation Processes

●     Homework

Day 2

●     Common Services Operation Activities

●     Organizing Service Operations

●     Lunch

●     Technology Considerations

●     Implementation of Services Operation

●     Challenges, Critical

●     Success Factors and Risks

●     2 hours of self-paced, instructor-supported eLearning

Who can Attend?

The Service Operation Lifecycle Course will be of interest to:

 ●     Individuals who have their ITIL Foundation Certificate who want to purse the intermediate and advanced level ITIL certifications.

●     Individuals who require a deeper understanding of the ITIL Service Operation stage of the ITIL Service Lifecycle and how activities in it may be implemented to enhance the quality of IT service Management within an organization

●     Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules

●     IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, Processes, functions and activities involved.

●     A typical role includes (but is not restricted to): IT managers, Process owners, ITSM implementation teams, consultants, stakeholders or anyone else involved in the ITSM project