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
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.
Training Outline
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 vyksta Vilniuje, UAB “DATA MINER” patalpose adresu Laisvės pr. 125. Į mokymų kainą įtraukiama oficiali mokymosi medžiaga, kursui reikalinga įranga, dėstytojo darbas, kavos pertraukos ir pietūs.
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Nuotoliniai mokymai vykdomi bendradarbiaujant su UK kompanija QA naudojant konferencinį ryšį. Dalyviai jungiasi į kursą iš savo darbo vietos, komunikuoja su dėstytoju realiame laike, kaip ir auditorinių mokymų dalyviai, atlieka praktines užduotis. Mokymai vyksta anglų kalba. Turėdami partnerio nuolaidą savo klientams nuotolinius mokymus siūlome žemesnėmis kainomis nei nurodyta standartiniame QA kainyne. Išsamiau apie nuotolinių mokymų formatą galite sužinoti čia.
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