ITIL Intermediate Service Operation 2011 Edition - Class Outline

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ITIL Intermediate Service Operation 2011 Edition Duration: Traditional Instructor Led Learning - 4.00 Day(s) Online Live - 4.00 Sessions Mentored Learning - Flexible Overview: SO (Service Operation) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares students to take the ITIL® v3 Service Operation Intermediate exam as well as proving valuable workplace knowledge. Who Should Attend: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application. At Course Completion: With completion of this course, you will learn: - The term "Service Operation", and how it fits in the overall core ITIL Lifecycle - The operational activities of processes covered in other Lifecycle phases - Service Operation Processes - Organizational issues including: Functions, Groups, Teams, Department and Divisions - Service Operation Activities - Service Operation Technology Considerations and Requirements - Planning and Implementing Service Management Technologies - Managing Change in Service Operations - Challenges, Critical Success Factors and Risks
Prerequisite Comments:
An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Outline:	Top
Lesson 1: COURSE INTRODUCTION
The term "Service Operation", and how it fits in the overall core ITIL Lifecycle The main purpose and objectives of Service Operation The ITIL processes primarily covered in Service Operation The functions within Service Operation The value to the business	Top
Lesson 2: PRINCIPLES
Organizational issues including: Functions, Groups, Teams, Department and Divisions Achieving balance in Service Operations Providing Service Involvement in Design and Transition Operational Health Communication Documentation
Lesson 3: PROCESSES
Event Management Incident Management Request Fulfillment Problem Management Access Management The operational activities of processes covered in other Lifecycle phases Change Management Configuration Management Release Management Capacity Management Availability Management Knowledge Management Financial Management IT Service Continuity Management
Lesson 4: ACTIVITIES
Monitoring and Control IT Operations Mainframe Management Server Management and Support Network Management Storage and Archive Database Management Directory Services Management Desktop Support Middleware Management Internet/Web Management Facilities and Data Center Management IT Security Management in relation to Service Operation Improvement of Operational Activities
Lesson 5: ORGANIZATION
Functions Service Desk Technical Management IT Operations Management Application Management Roles and Responsibilities Service Operation Organizational Structures	Top
Lesson 6: TECHNOLOGY CONSIDERATIONS
Generic Requirements Event Management Incident Management Request Fulfillment Problem Management Access Management Service Desk
Lesson 7: IMPLEMENTATION AND IMPROVEMENT
Managing Change in Service Operations Service Operation and Project Management Assessing and Managing Risk in Service Operations Operational Staff in Design and Transition Planning and Implementing Service Management Technologies
Lesson 8: CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
Challenges, Critical Success Factors and Risks
Lesson 9: EXAM PREPARATION
Sample Exams Feedback Recap	Top

*Content, days, and times vary depending on your location. Please view the outline on the checkout page prior to purchase or
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