ITIL-SO: ITIL SO Intermediate Lifecycle Service Operations with Certification Exam

About this Course

Service Operation Certificate is part of the ITIL® Intermediate Lifecycle stream, and is one of the modules that lead to the ITIL Expert in IT Service Management Certificate. This 3-day course covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes. You will gain knowledge to plan, implement and optimize the Service Operation processes and help prepare to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

Audience Profile

Individuals who require a detailed understanding of the ITIL® Service Transition phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization. CIOs, CTOs, managers, supervisory staff, team leaders, planners, IT audit managers, IT security managers. This course is valuable for those who want to achieve the ITIL® Intermediate Qualification: Service Operation.

At Course Completion

At the end of this 3 day course, the student will gain competencies and prepare to:

Introduction to Service Operation
Service Operation Principals
Service Operations Processes
Common Service Operations Activities
Organizing Service Operation: Functions
Technology Considerations
Implementation Considerations
Challenges, Critical Success Factors and Risks
Maintain stability in Service Operations while allowing for changes in design, scope and service levels
Support operations through new models and architectures such as shared services
Prepare for and take ITIL® Intermediate Qualification: Service Operation Certification Examination

Outline

1. Service Operations and the overall ITIL® Lifecycle

Principles and objectives
Functions and common activities
How Service operation creates business value
Challenges, critical success factors and risks

2. Balancing Conflicting Goals

Internal IT vs. external business view
Stability vs. responsiveness
Quality of Services (QoS) vs. cost of services
Reactive and proactive activities

3. Core Service Operation Processes

Primary ITIL® processes within Service Operation
Event management: Active and Passive Monitoring
Restoring normal service through Incident Management
Request fulfillment
Managing Problems with Root Cause Analysis
Access Management

4. Operational Activities of other ITIL® Processes

Change, Configuration and Release Management
Capacity and Availability Management

5. Common Service Operation Activities

CMonitoring 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

6. 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

7. Operational aspects of processes from other lifecycle phases

Change, configuration and release
Availability
Capacity
Service continuity

8. Organizing for Service Operation/Mapping Service Operation functions to activities

Roles and responsibilities
Understanding the organizational context

9. Service Operation structure

Service Desk
Technical Management
IT Operations Management
Application management

10. 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

11. Structuring the Service Desk

Local vs. centralized
The virtual service desk
Follow-the-sun operation

12. 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

13. 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

Prerequisites

Students should hold an ITIL® 2011 or v3 Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate. Proof of certification is required to sit the exam.

Before taking the course, it’s recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience.