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ITIL Intermediate SO Online Training

ITIL Intermediate SO


The Service Operation module is one of the ITILĀ® Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.
  • Must hold the ITIL Foundation Certificate.
  • It is a 8 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

  • It is a 2 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • Introduction and Overview
    • Service operation and the overall ITIL lifecycle
      • Principles and objectives
      • Functions and common activities
      • How service operation creates business value
    • Balancing conflicting goals
      • Internal IT vs. external business view
      • Stability vs. responsiveness
      • Quality of service vs. cost of service
      • Reactive and proactive activities
  • Core Service Operation Processes
    • Policies, principles and basic concepts
      • Purpose and objectives
      • Value to business
      • Process activities, methods and techniques
      • Triggers, inputs, outputs and interfaces
      • Challenges and risks
    • Primary ITIL processes within service operation
      • Event management: active and passive monitoring
      • Restoring normal service quickly through incident management
      • Request fulfillment
      • Managing problems with root cause analysis
      • Access management
  • Common Service Operation Activities
    • Monitoring and control of IT operations
      • Detecting the status of services and CIs
      • Taking appropriate corrective action
      • Console management/operations bridge: a central coordination point for monitoring and managing services
    • Management of the infrastructure
      • Mainframe, server and network management
      • Storage and database administration
      • Managing directory services and desktop support
      • Facilities and data center management
      • Improving operational activities
    • Operational aspects from other lifecycle phases
      • Change, configuration and release
      • Availability
      • Capacity
      • Service continuity
  • Organizing for Service Operation
    • Mapping service operation functions to activities
      • Roles and responsibilities
      • Understanding the organizational context
    • Service operation structure
      • Service desk
      • Technical management
      • IT operations management
      • Application management
    • Key functions of the service desk
      • Logging incidents and requests
      • First-line investigation and diagnosis
      • Managing the lifecycle of incidents and requests
      • Keeping users informed
    • Structuring the service desk
      • Local vs. centralized
      • The virtual service desk
      • Follow the sun operation
    • Technology-Related Issues
      • Technology, tools and expertise requirements
      • Defining architecture standards
      • Involvement in the design and build of new services and operational practices
      • Contributing to service design, service transition and continual service improvement projects
      • Evaluating change requests
      • Matching technology to the organizational situation
    • Implementation Challenges and Risks
      • Managing change in service operation
      • Service operation and project management
      • Assessing and managing risk
      • Operational staff in design and transition
      • Planning service management technologies
      • Identifying Critical Success Factors (CSFs)
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