|
Course Overview
This five-day
Live
Instructor-Led online course
provides you with an intense and focused exploration
of the new and
updated topics in ITIL® v3 from the point of view of the
owner of a process or set of activities. The course is
intended for those who work within a Service Operation (SO)
environment
and require a deeper understanding of the underlying
concepts, processes/functions and activities involved and
management responsibilities and how they may be used to
enhance overall service quality and service provision.
Course Objectives
•
Focus on the managerial and control aspects of the
operational environment with regard to Service Operation
•
Educate IT Professionals in the value of IT Service
Operation
Who Should Attend
•
CIOs, CTOs, Managers, Supervisory Staff
•
Team Leaders, Designers, Architects, Planners,
•
IT Consultants, IT Audit Managers and IT Security Managers.
•
Candidates looking to achieve credit towards the coveted
ITIL V3 Expert designation
Prerequisites
•
The candidate must hold (photocopy required) one of the
following:
★
v3 ITIL® Foundation Certificate, or
★
v2-v3 Foundation Bridge Certificate
•
It is also strongly recommended that the candidate have 2-4
years of professional experience within Service Management
as well as defined experience in at least one of the SO
processes.
Introduction
✦Purpose
and goals
✦Linking
Service Operation to other ITIL Lifecycle stages
✦How
Service Operation creates business value
✦Service
Operation principles: common principles and guidelines that
will influence the performance of SO processes and functions
Service Operation Principles
✦Organizational
issues
✦Achieving
balance in Service Operations
Service Operation Processes
✦Event
Management
✦Incident
Management
✦Request
Fulfillment
✦Problem
Management
✦Access
Management
Organizing Service Operation
✦
Mapping
Service Operation functions to activities
✦
Service
Operation structure
✦
Key
functions of the Service Desk
✦
Structuring the Service Desk
✦
Service
Operations Functions
Exploring Technology and Implementation Considerations
✦
Defining technology and tool requirements
✦
Analyzing the technology requirements for the elements of
Service Operation
✦
Supporting Service Operation through technology
✦
Matching technology to the organizational situation
Implementing and Improving Service Transition
✦
Challenges facing Service Operation
✦
Identifying CSFs and risks that affect the viability of new
and changed services
✦
Establishing critical success factors and key performance
indicators (KPIs)
✦Estimating
benefits and risks for new or
changed services
✦
Incorporating external factors into the analysis
|
