ITIL® Service Lifecycle: Service Operation

3 Day | Instructor Led

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. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

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ITIL® Service Lifecycle: Service Operation

Ideal Candidates for ITIL® Service Lifecycle: Service Operation Class

IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

ITIL® Service Lifecycle: Service Operation Prerequisites

ITIL Foundation Certification (v3 or newer) required
Two years of relevant work experience

What You'll Get in ITIL® Service Lifecycle: Service Operation

What You'll Learn in ITIL® Service Lifecycle: Service Operation

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

ITIL® Service Lifecycle: Service Operation Certification

ITIL Intermediate Qualification: Service Operation certificate

ITIL® Service Lifecycle: Service Operation Outline

1. 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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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

9. 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

10. 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

11. IT Operations Management Function

  • Role, Objectives, and Activities
  • Metrics to Measure IT Operations Management
  • Key IT Operations Management Documentation
  • Roles Support IT Operations Management

12. 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

13. Service Operation Organizational Structures

  • Different Approaches to Organizing Functions
  • Advantages and Disadvantages of Each Organizational Approach

14. Technology and Implementation Considerations

  • Generic Technology Considerations
  • Event Management Technologies
  • Incident Management Technologies
  • Problem Management Technologies
  • Request Fulfillment Technologies
  • Access Management Technologies
  • Service Desk Technologies
  • Managing Change in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff Involvement in Service Design and Service Transition
  • Planning and Implementing Service Management Technologies
  • Challenges of Service Operation
  • CSFs of Service Operation
  • Risks of Service Operation

15. Exam Preparation/Mock Exam

Testimonials

A. Erlich

RITSC, N6C

I just wanted to say your presentation on Social Media Technology and Security was the finest I have ever attended.

Wilder Guerra

US Navy Reserve

This course is definitely an eye opener. With how much social media has taken over, it is important to be fully aware of the capabilities along with all the risks it brings. It is important to get this course because social media is the new norm.

Rebekah Coughlin

MicroTech

The Social Media and Security Training course offered by UKI is a great and beneficial course combining technical training to fully understand TCP IP networking, DNS, and the harms of malware and cross-site scripting; as well as practical training that allowed attendees to play with open source social intelligence gathering solutions. This is the perfect class for those involved in IT security and interested in social media and identity theft.


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