Today, the worlds of business and technology have overlapped each other and are linked inextricably. To thrive and to remain competitive, companies need to bring IT services in considerable focus. The transition of a company’s objectives and capabilities to IT can be an overwhelming process. To ease this transition and to select, plan, deliver and maintain a certain standard in IT services within the organization, a standardized framework called the Information Technology Infrastructure Library (ITIL®) is designed. In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations.

JK Michaels institute also offers other products and courses, including ITIL LIFECYCLE SERVICE DESIGN DRAWING, ITIL LIFECYCLE SERVICE TRANSITION, SALES AND OPERATION PLANNING COURSE, ITIL LIFECYCLE SERVICE TRANSITION TRAINING, and SALES AND OPERATION PLANNING. 

ITIL LIFECYCLE SERVICE OPERATION

MODULE 1

Service Operation Practices
Purpose and Objectives of Service Operation
Scope of Service Operation
Context of Service Operation in the Service Lifecycle
Business Value of Service Operation
Fundamentals

MODULE 2.

Service Operation Principles
Achieving Balance in Service Operation
Providing Good Service
Operations Staff Involvement in Other Lifecycle Stages
Operational Health
Communication
Documentation
Service Operation Inputs and Outputs

MODULE 3

Event Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks

MODULE 4

Incident Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks

MODULE 5

Problem Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs and Outputs
CSFs and KPIs
Challenges and Risks

MODULE 6

Request Fulfillment Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks

MODULE 7

Access Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks

MODULE 8

Common Service Operation Activities
Monitoring and Control
IT Operations
Server and Mainframe Management and Support
Network Management
Storage and Archive
Database Administration
Directory Services Management
Desktop and Mobile Device Support
Middleware Management
Internet/Web Management
Facilities and Data Center Management
Operational Activities of Processes in Other Lifecycle Stages
Improvement of Operational Activities

MODULE 9

Service Desk Function
Role, Objectives, and Organizational Structures
Service Desk Staffing and Environmental Considerations
Key Considerations for Outsourcing the Service Desk
Key Roles Supporting the Service Desk

MODULE 10

Technical Management Function
Role, Objectives, and Activities
Relationship Between Technical Design and Technical Maintenance and Support
Metrics to Measure Technical Management
Key Technical Management Documentation
Roles Supporting Technical Management

MODULE 11

IT Operations Management Function
Role, Objectives, and Activities
Metrics to Measure IT Operations Management
Key IT Operations Management Documentation
Roles Support IT Operations Management

MODULE 12

Applications Management Function
Role, Objectives, and Activities
Principles of Application Management
Application Management Lifecycle
Metrics to Measure Applications Management
Key Applications Management Documentation
Roles Supporting Applications Management

MODULE 13

Service Operation Organizational Structures
Different Approaches to Organizing Functions
Advantages and Disadvantages of Each Organizational Approach

MODULE 14

Technology and Implementation Considerations
Generic Technology Considerations
Event Management Technologies
Incident Management Technologies
Problem Management Technologies
Request Fulfillment Technologies
Access Management Technologies
Service Desk Technologies
Managing Change in Service Operation
Service Operation and Project Management
Assessing and Managing Risk in Service Operation
Operational Staff Involvement in Service Design and Service Transition
Planning and Implementing Service Management Technologies
Challenges of Service Operation
CSFs of Service Operation
Risks of Service Operation

MODULE 15

Exam Preparation/Mock Exam

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices.
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT.