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ITIL® v3 Intermediate Qualification: Service Operation

Course: 991   Type: Workshop   Duration: 3 Days
Quick Enrol  

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

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
  • Challenges, critical success factors and risks
Balancing conflicting goals
  • Internal IT versus 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 & 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

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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ITIL® v3 Intermediate Qualification: Service Operation
Course Schedule
29 - 31 Oct, 2008
London
21 - 23 Jan, 2009
London
7 - 9 Apr, 2009
London
1 - 3 Jul, 2009
London

 

£ 1,395 - Standard Tuition
Savings Plans
£ 735 - 10-Day Training Pass
£ 915 - Flex-Training Passport
£ 1,000 - Short Course Vouchers
£ 1,255 - Alumni Gold Tuition

 
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
 
Special Course Promotions
Note for Passport, FlexPass and 10-Day Pass Holders
An additional fee of £150 is applied for the examination when you use your Passport, FlexPass or 10-Day Pass for this course.
 
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Customer Service or Enrol: 0800 282 353 or +44 1372 364610