ITIL® Service Lifecycle: Service Operation

Achieve reliable, quality delivery of IT Services.The design and delivery of technology is critical to the success of your IT department and larger business at whole. This seminar covers the overall concepts, processes, policies, and methods of the Service Design phase in the Service Lifecycle. Using a scenario-based teaching approach, you will learn how to manage Service Design activities and techniques. After completing the course, you will be well positioned to successfully complete the associated exam, which is offered on the last day of the course. All content adheres to IT Infrastructure Library (ITIL) best practices, and it positions you to successfully complete the associated exam. The exam will be offered on the last dat at 1:00pm.

The main process focus areas of this seminar include:

Also Available as:

• Live Online
• Onsite

What You Will Cover

• Importance of Service Management as a practice concept and Service Operation principals, purpose, and objectives
• How all processes in ITIL Service Operations interact with other Service Lifecycle processes
• Subprocesses, activities, methods, and functions used in each of the ITIL Service Operation processes
• Roles and responsibilities within ITIL Service Operation and the activities and functions to achieve operational excellence
• How to measure ITIL Service Operations
• Technology and implementation considerations surrounding ITIL Service Operation
• Challenges, critical success factors, and risks associated with ITIL Service Operation

Extended Seminar Outline

Print this page Extended Seminar Outline Seminar #72722 Course Outline:

1. Introduction and Service Operation as a Practice
2. Service Operation Principles
3. Service Operation Processes
4. Common Service Operation Activities
5. Organizing Service Operation
6. Technology Considerations
7. Implementation Considerations
8. Challenges, Critical Success Factors, and Risks
9. Exam Preparation/Mock Exam
10. Exam

The main process focus areas of this seminar include:

• Incident Management
• Problem Management
• Request Fulfillment and Access Management

The main function focus areas of this seminar include:

• Service Desk
• Technical Management
• IT Operations Management
• Application Management

Who Should Attend

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

Special Feature

Prerequisites:

• ITIL® Foundation Certificate (seminar #72975 required).
• Two years of relevant work experience.