0800 282 353 or +44 1372 364610
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Service Operation

 
Course: 991   Type: Course Workshops   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 optimise 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 Workshops

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 unauthorised 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

  • 992 ITIL ® v3 Intermediate Qualification: Service Transition
  • 993 ITIL ® v3 Intermediate Qualification: Service Design
  • 994 ITIL ® v3 Intermediate Qualification: Continual Service Improvement
  • 995 ITIL® v3 Intermediate Qualification: Operational Support and Analysis
  • 996 ITIL® v3 Intermediate Qualification: Release, Control and Validation
  • 997 ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation
  • 998 ITIL® v3 Intermediate Qualification: Service Offerings and Agreements

 
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.
   ITIL v3 Intermediate Qualification: Service Operation

Upcoming Dates

21 - 23 Jan, 2009
London
7 - 9 Apr, 2009
London
1 - 3 Jul, 2009
London
23 - 25 Sep, 2009
London

For complete schedule, please visit www.learningtree.co.uk
 
http://www.learningtree.co.uk/courses/uk991.htm
 
 
0800 282 353 or +44 1372 364610
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Service Operation

 
Course: 991   Type: Course Workshops   Duration: 3 Days   PMI: 17
 
 
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

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

Organising for Service Operation

Mapping Service Operation functions to activities

  • Roles and responsibilities
  • Understanding the organisational 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. centralised
  • 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 organisational 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.learningtree.co.uk/courses/uk991.htm
 
 
0800 282 353 or +44 1372 364610
TRAINING YOU CAN TRUST
 
 

ITIL v3 Intermediate Qualification: Service Operation Tuition

 
Course: 991   Type: Course Workshops   Duration: 3 Days   PMI: 17
 
 

Course 991 Tuition

£ 1,435Standard Tuition
Tuition with a Savings Plan
£ 84010-Day Training Pass
£ 1,000Flex-Training Pass
£ 1,49010-Training Vouchers
£ 1,6005-Training Vouchers
£ 1,295Alumni Gold Tuition

Your Course Fee Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Lunch
  • Course Completion Certificate
  • FREE participation in the Learning Tree Professional Certification Programmes (including related exams)
  
 

Tuition Savings Plans

Flex-Training Pass
  • 3 Courses for £3,000
  • As little as £1,000
  • Savings as much as 50%
  • 3 courses in 24 months
10-Day Training Pass
  • Save as much as £695 per course
  • Any combination of courses
  • Only £2,795
Training Vouchers
  • Save as much as £605 per course
  • Fully transferable
  • As low as £1,490 per course
Alumni Gold Discount Attend your first course and you will receive a personalised Alumni Gold Discount card, entitling you to save as much as £205 on each course you take in the following 24 months. Take just one course every two years, and you will be entitled to ongoing discounts...year after year. You save 10%.
* Exact savings may vary depending on courses selected.

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 fee.

Enrolling is Easy and Flexible!

Enrol 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.learningtree.co.uk/courses/uk991.htm