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ITIL® v3 Intermediate Qualification: Service Operation

 
Course: 991     Type: Course Workshop     Duration: 3 Days

Quick Enroll    

You Will Learn How To
  • Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
  • Plan key activities for Service Operation processes
  • Maintain stability in Service Operations while allowing for changes in design, scale, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Evaluate Service Operations processes with critical success factors and key performance indicators

Course Benefits
In order to provide effective and efficient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL Service Operation best practices. In this course, you learn how to plan, implement and optimize the Service Operation processes and gain the skills required to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

Who Should Attend
This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Course Workshop
Through extensive activities, you gain knowledge of the Service Operation processes. Workshops include:
  • Applying the Incident Management Lifecycle to quickly restore normal operation
  • Enabling internal customers to use a service while protecting against unauthorized access
  • Preventing recurring problems and resulting incidents with effective Problem Management
  • Ensuring decision-making that balances stability vs. responsiveness and quality vs. cost

Course 991 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
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
Operational activities of other ITIL processes
  • Change, Configuration and Release Management
  • Capacity and Availability 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 management
  • Managing directory services and desktop support
  • Facilities and datacenter management
  • Managing IT security in service operations
  • Improving operational activities
Operational aspects of processes 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 operations
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning and implementing service management technologies
  • Identifying critical success factors

Important Course Information

Related Courses
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. Swirl logo is a Trade Mark of the Office of Government Commerce.
  
 
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Save Up to 40% per course on the Training Passport!

ITIL v3 Intermediate Qualification: Service Operation
Upcoming Dates
Nov 12 - 14, 2008
 Washington, DC (Reston, VA)
Nov 19 - 21, 2008
 Washington, DC (Alexandria, VA)
Dec 3 - 5, 2008
 New York
Dec 3 - 5, 2008
 Ottawa
Dec 17 - 19, 2008
 Washington, DC (Rockville, MD)
Jan 7 - 9, 2009
 Toronto
Jan 21 - 23, 2009
 Washington, DC (Alexandria, VA)
Jan 28 - 30, 2009
 Chicago (Schaumburg)
Feb 18 - 20, 2009
 Washington, DC (Reston, VA)
Feb 25 - 27, 2009
 Los Angeles

ITIL v3 Intermediate Qualification: Service Operation
Bring Learning Tree On-Site

Course Tuition
$ 2,390 Standard Tuition
Tuition with a Savings Plan
$ 1,350 10-Day Pass
$ 1,670 Training Passport
$ 1,700 Premium-Pass
$ 2,200 Voucher 10-Pack
$ 2,155 Alumni Gold Discount
$ 2,124 Government Discount
 

 

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