ITIL Service Lifecycle: Service Operation

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations.


The main process focus areas of this course include:


·       Event management

·       Incident management

·       Problem management

·       Request fulfillment

·       Access management


The organizational functions focused on in this course include:


·       Service desk

·       Technical management

·       IT operations management

·       Application management


  What You'll Learn


·       Importance of service management as a practice concept and service operation principals, purpose, and objectives

·       How all processes in ITIL service operation interact with other service lifecycle processes

·       Sub-processes, activities, methods, and functions used in each of the ITIL service operation processes

·       Roles and responsibilities within ITIL service operation and the activities and functions to achieve operational excellence

·       How to measure ITIL service operation

·       Technology and implementation considerations surrounding ITIL service operation

·       Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service operation


Audience


IT operations, technical, or IT management personnel requiring more information about ITIL best practices

Service Operation Practices

Purpose and Objectives of Service Operation

Scope of Service Operation

Context of Service Operation in the Service Lifecycle

Business Value of Service Operation

Fundamentals


Service Operation Principles

Achieving Balance in Service Operation

Providing Good Service

Operations Staff Involvement in Other Lifecycle Stages

Operational Health

Communication

Documentation

Service Operation Inputs and Outputs


Event Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks


Incident Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks


Problem Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs and Outputs

CSFs and KPIs

Challenges and Risks


Request Fulfillment Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks


Access Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks


Common Service Operation Activities

Monitoring and Control

IT Operations

Server and Mainframe Management and Support

Network Management

Storage and Archive

Database Administration

Directory Services Management

Desktop and Mobile Device Support

Middleware Management

Internet/Web Management

Facilities and Data Center Management

Operational Activities of Processes in Other Lifecycle Stages

Improvement of Operational Activities


Service Desk Function

Role, Objectives, and Organizational Structures

Service Desk Staffing and Environmental Considerations

Key Considerations for Outsourcing the Service Desk

Key Roles Supporting the Service Desk


Technical Management Function

Role, Objectives, and Activities

Relationship Between Technical Design and Technical Maintenance and Support

Metrics to Measure Technical Management

Key Technical Management Documentation

Roles Supporting Technical Management


IT Operations Management Function

Role, Objectives, and Activities

Metrics to Measure IT Operations Management

Key IT Operations Management Documentation

Roles Support IT Operations Management


Applications Management Function

Role, Objectives, and Activities

Principles of Application Management

Application Management Lifecycle

Metrics to Measure Applications Management

Key Applications Management Documentation

Roles Supporting Applications Management


Service Operation Organizational Structures

Different Approaches to Organizing Functions

Advantages and Disadvantages of Each Organizational Approach


Technology and Implementation Considerations

Generic Technology Considerations

Event Management Technologies


Program Details
Duration 3 Days
Capacity Max 12 Persons
Training Type Classroom / Virtual Classroom


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