ITIL® Service Operation

By Lowell Amos
This course is for students who have completed their ITIL® Foundations certification and wish to gain deeper insights into the processes, challenges, critical success factors and benefits of Service Operation within the ITIL® framework.
Course info
Level
Intermediate
Updated
Jul 12, 2013
Duration
4h 37m
Table of contents
Introduction and Review
Introduction 1m What is ITL? 2m ITIL Benefits 1m Understanding ITIL Certification Levels 2m Defining IT Service Management 3m What is the Purpose of Service Management? 3m
Introduction to Service Operation
Introduction 1m Purpose, Objective, and Scope of Service Operation 5m Context of Service Operation 4m The Value of Service Operation to the Business 3m Service Operation Fundamentals 6m Challenges and Operations Considerations 1m What We Covered 2m
Service Operation Principles
Introduction 1m Achieving Balance in Service Operation 18m Involvement of Service Operation in Other Lifecycle Phases 5m Operational Health 2m Communication in Service Operation 2m Documentation 1m Inputs and Outputs 2m What We Covered 1m
Event Management
Introduction 1m Purpose, Objective, and Scope of Event Management 1m Value to the Business 1m Types of Events 1m Design Principles 2m Event Detection Requirements 1m Activities of Event Management 2m Inputs and Outputs 1m Interfaces to Other Processes 2m Critical Success Factors and Key Performance Indicators (KPIs) 2m Challenges and Risks 1m What We Covered 1m
Incident Management
Introduction 1m Purpose, Objective, and Scope of Incident Management 2m Value to the Business 1m Activities of Incident Management 13m Triggers to Incident Management 1m Interfaces to Other Processes 3m Inputs and Outputs 2m Critical Success Factors and Key Performance Indicators 2m Challenges and Risks 2m What We Covered 1m
Problem Management
Introduction 1m Purpose, Objective, and Scope of Problem Management 1m Reactive vs. Proactive Problem Management 2m Value to the Business 2m Techniques 2m Activities of Problem Management 7m Inputs and Outputs 2m Interfaces to Other Processes 2m Critical Success Factors and Key Performance Indicators 2m Challenges and Risks 2m What We Covered 1m
Access Management
Introduction 1m Purpose, Objective, and Scope of Access Management 2m Value to the Business 1m Principles and Basic Concepts 1m Access Management Process 5m Triggers to Access Management 2m Inputs and Outputs 1m Critical Success Factors and Key Performance Indicators 1m Challenges and Risks 3m What We Covered 1m
Request Fulfillment
Introduction 1m Purpose, Objective, and Scope of Request Fulfillment 2m Value to the Business 1m Principles and Basic Concepts 1m Activities of Request Fulfillment 8m Inputs and Outputs 1m Critical Success Factors and Key Performance Indicators 2m Challenges and Risks 2m What We Covered 1m
Common Service Operation Activities Part 1
Introduction 1m Maturity in Technology Management 2m Key Terms You Should Know 1m Monitoring and Control 9m IT Operations 1m What We Covered 1m
Common Service Operation Activities Part 2
Introduction 1m Network Management 1m Improvement of Operational Activities 1m Storage and Archive Responsibilities 1m Database Administration 1m Directory Services Management 1m Desktop and Mobile Device Support 1m Middleware Management 1m Internet and Web Management 1m Facilities and Data Center Management 1m Operational Activities of Processes in Other Lifecycle Stages 4m
Organizing for Service Operation Part 1
Introduction 1m Functions 2m Service Desk Function 5m Technical Management Function 7m IT Operations Management Function 4m Application Management Function 12m What We Covered 1m
Organizing for Service Operation Part 2
Introduction 1m Service Operation Roles 1m Accountability Matrix RACI 2m Generic, Specific, and Functional Roles 9m Service Operation Organizational Structures 3m What We Covered 1m
Implementation of Service Operation
Introduction 1m Technology Considerations 5m Managing Changes in Service Operation 1m Service Operation and Project Management 1m Assessing Risk in Service Operation 1m Operational Staff in Service Design and Transition 1m Planning and Implementing Service Management Technologies 1m Challenges, Critical Success Factors, and Risks 4m What We Covered 1m
Scenario Based Examples 1
How to Use the Scenario Lessons 1m Scenario 1: A Ceiling Fan Business and their Point-of-Sale System 5m
Scenario-Based Examples 2
Scenario-Based Examples 2 5m
Scenario-Based Examples 3
Scenario-Based Examples 3 4m
Scenario-Based Examples 4
Scenario-Based Examples 4 5m
Description
Course info
Level
Intermediate
Updated
Jul 12, 2013
Duration
4h 37m
Description

This course is for students who have completed their ITIL® Foundations certification and wish to gain deeper insights into the processes, challenges, critical success factors and benefits of Service Operation within the ITIL® framework. It is primarily aimed at leaders and practitioners who deliver quality service management practices. Topics include the value of Service Operation to the business, how the areas of Service Operation interface with other processes, and the workflows for event, incident, problem, and access management. The main target group for the ITIL® Expert Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle. Qualification Level: Intermediate (Lifecycle stream). ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

About the author
Lowell Amos
About the author

Lowell Amos is a seasoned ITSM professional with 20 years of practical experience.

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