1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Service Operation

 
Course: 991   Type: Course Workshop   Duration: 3 Days
 
 

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

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. 		 

Upcoming Dates

Dec 17 - 19, 2008
 Washington, DC (Rockville, MD)
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
Mar 4 - 6, 2009
 Washington, DC (Rockville, MD)
Mar 11 - 13, 2009
 New York
Mar 11 - 13, 2009
 Ottawa
Mar 18 - 20, 2009
 Atlanta
Mar 25 - 27, 2009
 Philadelphia
Apr 1 - 3, 2009
 Washington, DC (Rockville, MD)
Apr 7 - 9, 2009
 Toronto
Apr 8 - 10, 2009
 N. New Jersey
Apr 15 - 17, 2009
 Washington, DC (Reston, VA)
Apr 22 - 24, 2009
 Dallas

For complete schedule, please visit www.learningtree.com
 
http://www.learntree.com/courses/991pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Service Operation

 
Course: 991   Type: Course Workshop   Duration: 3 Days
 
 
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
 
http://www.learntree.com/courses/991pf.htm
 
 
1-800-THE-TREE (1-800-843-8733)
TRAINING YOU CAN TRUST
 
 

ITIL® v3 Intermediate Qualification: Service Operation

 
Course: 991   Type: Course Workshop   Duration: 3 Days
 
 

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
 

 

Your Course Tuition Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate awarding Continuing Education Units
  • FREE participation in Professional Certification
  • FREE participation in College Credit programs (including related exams)

Important Course Information:

  • Approx. 5-8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Service Operation Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day
  
 

Tuition Savings Plans

Training Passport
  • 3 courses in 12 months
  • As little as $1,670 per course
  • Savings as much as 40%
  • Only $5,000
Premium Pass
  • 4 courses in 24 months
  • As little as $1,700 per course
  • Save as much as 45%
10-Day Pass
  • A NEW way to save on training
  • 10 days of training for one person
  • Save as much as $990 per course
  • Only $4,500
Training Vouchers
  • Save as much as $990 per course
  • Fully transferable
  • As low as $2,200 per course
Alumni Gold Discount Attend your first course and you'll receive a personalized Alumni Gold Discount card, entitling you to save as much as $305 on each course you take within the following 12 months. Take just one course each year and you'll be entitled to ongoing discounts...year after year!

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course--and then pay only if you feel the course was well worth the tuition.

Enrolling is Easy and Flexible!

Enroll by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrollment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learntree.com/courses/991pf.htm