ITIL Intermediate Service Operation 2011 Edition

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.

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

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

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

• Westerville, OH - August 14, 2012