ITIL Service Operation (Intermediate lygmuo) sertifikacija

The Service Operation (SO) module is one of the qualifications within the ITIL Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT Service Management.

The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.

The course covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Operational Support and Analysis module from the Service Capability work stream.

Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. The ITIL Foundation Certificate is required to attend this course and to take the ITIL Intermediate Service Operation exam on the final day.

You Will Learn How To:

  • Prepare for and pass the ITIL Service Operation (SO) Exam
  • Plan key activities for ITIL Service Operation processes
  • Maintain stability in SO while allowing for changes in design, scale, scope and service
  • Support operations through new models and architectures
  • Evaluate SO processes with critical success factors and KPIs

Important Course Information

  • The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day.

The exam format is as follows:

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration
  • Closed book.

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

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

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

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

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

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

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

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

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

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

IT Operations Management Function

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

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

Service Operation Organizational Structures

  • Different Approaches to Organizing Functions
  • Advantages and Disadvantages of Each Organizational Approach

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

Exam Preparation/Mock Exam

Exam

Auditoriniai mokymai


Pradžios data Trukmė, d. Kurso pavadinimas Kaina, € Statusas
2017.12.19 2 Achieving ITIL Practitioner Certification € 840
2018.02.05 3 ITIL v3 paslaugų valdymo pagrindai € 780
2018.02.05 5 ITIL Operational Support and Analysis (Intermediate lygmuo) sertifikacija € 1,975
2018.02.05 3 ITIL Service Strategy (Intermediate lygmuo) sertifikacija € 1,275
2018.03.05 5 ITIL Release, Control and Validation (Intermediate lygmuo) sertifikacija € 1,975
2018.03.06 3 ITIL Service Design (Intermediate lygmuo) sertifikacija € 1,275
2018.04.02 5 ITIL Planning, Protection and Optimization (Intermediate lygmuo) sertifikacija € 1,975
2018.04.03 3 ITIL Service Transition (Intermediate lygmuo) sertifikacija € 1,275
2018.05.01 3 ITIL Service Operation (Intermediate lygmuo) sertifikacija € 1,275
2018.05.07 5 ITIL Service Offerings and Agreements (Intermediate lygmuo) sertifikacija € 1,975
2018.05.23 3 ITIL Intermediate Qualification: Continual Service Improvement € 1,275

Nuotoliniai mokymai

Data Trukmė Kurso pavadinimas Statusas
06-26-17 5 ITIL(R) Capability Certificate in Release Control and Validation Patvirtinti
06-26-17 5 ITIL(R) Capability Certificate in Release Control and Validation Patvirtinti
06-26-17 5 ITIL(R) Certificate in Managing Across the Lifecycle Patvirtinti
06-26-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
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06-26-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
06-28-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-03-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-03-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-03-17 5 ITIL(R) Certificate in Managing Across the Lifecycle Patvirtinti
07-05-17 3 ITIL(R) Lifecycle Certificate in Continual Service Improvement Patvirtinti
07-05-17 3 ITIL(R) Lifecycle Certificate in Service Operations Patvirtinti
07-06-17 3 ITIL(R) Lifecycle Certificate in Service Strategy Patvirtinti
07-06-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-06-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-08-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-08-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-08-17 5 ITIL(R) Capability Certificate in Operational Support and Analysis Patvirtinti
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07-09-17 2 Designing a Service Catalogue Workshop Patvirtinti
07-10-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-10-17 2 ITIL® Practitioner - Fast Track Patvirtinti
07-10-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-10-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-10-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-10-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
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07-12-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-12-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-12-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-13-17 3 ITIL(R) Lifecycle Certificate in Service Operations Patvirtinti
07-13-17 3 ITIL(R) Lifecycle Certificate in Service Strategy Patvirtinti
07-13-17 3 ITIL(R) Lifecycle Certificate in Service Strategy Mažiau nei 3 vietos
07-14-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-14-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-17-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-17-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-17-17 5 ITIL(R) Certificate in Managing Across the Lifecycle Patvirtinti
07-17-17 3 ITIL(R) Foundation Certificate in IT Service Management Patvirtinti
07-17-17 3 ITIL(R) Foundation Certificate in IT Service Management Mažiau nei 3 vietos
07-17-17 5 ITIL(R) Capability Certificate in Service Offerings and Agreements Patvirtinti
07-17-17 5 ITIL(R) Capability Certificate in Service Offerings and Agreements Mažiau nei 3 vietos
07-18-17 3 ITIL(R) Foundation Certificate in IT Service Management Mažiau nei 3 vietos
07-18-17 3 ITIL(R) Lifecycle Certificate in Service Transition Patvirtinti
07-18-17 3 ITIL(R) Lifecycle Certificate in Service Transition Patvirtinti