ITIL v3 Service Operation
2 days Instructor-Led


 

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. The main focus areas include Service Transition purpose, principles, processes, activities, functions, technology, and implementation considerations. This course is designed using an engaging case study-based approach to learn the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam. Through extensive activities, you will gain knowledge of the Service Operation processes: Applying the Incident Management Lifecycle to quickly restore normal operation Enabling internal customers to use a service while protecting against unauthorized access Preventing recurring problems and resulting incidents with effective Problem Management Ensuring decision making that balances stability vs. responsiveness and quality vs. cost Who should attend: Individuals who have an ITIL v3 Foundation Certificate (or the ITIL v1/v2 Foundation + v3 Foundation Bridge certificate) and want to pursue the intermediate and advanced level ITIL certifications. Individuals who require understanding of the ITIL Service Transition phase of the ITIL core lifecycle and how it’s implemented to enhance the quality of IT service provision within an organization. IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the processes, functions and activities involved. A typical role profile includes: CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Transition practitioners.

At Course Completion At the end of this 3 day course, the student will gain competencies and prepare to: Plan key activities for the Service Operation processes 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 Evaluate Service Operations processes with critical success factors and KPI’s Service Transition principles, processes, and common activities Understanding implementation approaches Prepare for and take ITIL Intermediate Qualification: Service Operation Certification Examination

Prerequisites

Students should hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate. 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.

Course Outline

Introduction and Overview 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 Balancing Conflicting Goals Internal IT vs. external business view Stability vs. responsiveness Quality of Services (QoS) vs. cost of services Reactive and proactive activities 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 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 Organizing for Service Operation Mapping Service Operation functions to activities Roles and responsibilities Understanding the organizational 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. centralized 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 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