Who Knew ITIL Certification E-Learning This Quick and Easy Could Make You Look This Good.
“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.”
On-demand eLearning: Don’t pay over $ 3,000.00 for a 4 day class room based course – you’re out of touch with your work for 5 days and including the course fee: the costs are insurmountable – take the online learning option instead and study at your own pace.
This intensive interactive course immerses learners in the practical aspects of the ITIL® v3 Service Lifecycle and processes associated with Service Operation.
The program is part of the Intermediate Lifecycle Stream and focuses on the processes across the Service Lifecycle pertaining to the capability of Service Operation. The principles and activities relevant to the processes, technology and implementation considerations, and management and control of the activities are covered within this program.
The main focus of this course is on the Service Operation process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.
This training is intended to enable the holders of the certificate to apply the practices in Service Operation of the Service Management Lifecycle.
This course is designed using an engaging, interactive and flexible online approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam: the APMG/EXIN Intermediate Level Service Operation.
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
Managing Problems with root cause analysis
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
Organizing for Service Operation
Mapping Service Operation functions to activities
Roles and responsibilities
Understanding the organizational context
Service Operation structure
IT Operations 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
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
Learning Objectives: At the end of this course, the learner will gain competencies in:
Understanding Service Management as a Practice, Service Operation principles, purpose and objective
Knowing the important role of Service Operation in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
The activities, methods and functions used in each of the Service operation processes
The application of Service Operation processes, activities and functions to achieve operational excellence
How to measure Service Operation performance
The challenges, critical success factors and risks related with Service Operation
The roles and responsibilities within these processes and the activities for supporting the Service Management Lifecycle
Technology and implementation considerations surrounding Service Operation
Challenges, critical success factors and risks associated with this module
As well as preparing participants for the exam.
Audience: The Service Operation course will be of interest to:
Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
Individuals and / or operational staff who require a comprehensive practical understanding of the Service Operation processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Technical Management, IT Operations Management and Application Management
IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.
By developing participants’ knowledge regarding the ITIL framework it will enable:
The establishment of a common language between the business and IT.
Readiness for Service Operation implementation and maintenance
Consistency in support of IT Services.
Staff better understand their role within the entire Service Lifecycle