This three-day intermediate course provides the participants with a more in-depth insight into the ITIL® V3 service operation phase. Sound knowledge of the overall concept, processes, policies and methods is formulated in conjunction with the service strategy lifecycle phase.
The key focus areas include the aim and purpose of service operation, the basic principles, processes, activities, functions, support technologies as well as views on implementation.
Target groups:
This service transition lifecycle coursed is aimed at
- participants who possess an ITIL® V3 foundation (or V3 bridge) certificate and who wish to acquire more in-depth knowledge of approaches to service management best practice.
- participants who wish to undergo further training to become an ITIL® Expert or ITIL® Master.
- participants who wish to acquire a more in-depth understanding of service operation.
Typical roles are: CIO, Senior IT Manager, IT Manager und IT Operations Team Leaders, IT Operations employees.
Learning objectives:
By successfully passing the ITIL® V3 service operation training course the candidates can achieve the following learning objectives:
- Introduction to Service Operation
- Conceptuality and context of service lifecycle concept
- Principles of service operation
- Processes within service operation
- Functions within the service operation activities
- Value for the company
- Challenges, critical success factors and risks in SO
- Service Operation Processes
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
- As well as the operational activities in the processes derived from other service lifecycle phases (e.g. change management)
- • General Service Operation activities
- Monitoring & Control
- IT Operations
- Mainframe Management
- Server Managmenent & Support
- Network Management
- Storage & Archive
- Database Management
- Directory Services Management
- Desktop Support
- Middleware Management
- Internet/Web Management
- Facilities & Datacentre Management
- IT Security Management in relation to Service Operation
- Improvement of Operational Activities
- Organization Service Operation
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
- Roles & Responsibilities
- Service Operation Organizational Structures
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