Course introduction
- Introductions
- Course Introduction
- Course Learning Objectives
- Unique Nature of the Course
- Course Qualification Scheme
- Course Agenda and Exam details
- Course Agenda
- ITIL Intermediate Classroom Course
- ITIL Intermediate Expert Program Course
- ITIL Intermediate Classroom Blended Course
- ITIL Intermediate Virtual Classroom Blended Course
Unit 1: introduction to Service Operation
- Purpose and Objectives
- Scope of the Process
- Context of Service Operation and the Service Lifecycle
- Business Value of the Process
- 1.5 Service Operation Fundamentals
Unit 2: Service Operation Principles
- Achieving Balance in Service Operation
- Providing Good Service
- Operation Staff Involvement in the service Lifecycle
- Operational Health
- Communication
- Documentation
- Inputs and Outputs
- Sample Test Question
Unit 3: Service Operation Processes – Part 1
- Event Management
- Purpose and Objectives
- Scope of the Process
- Value to Business
- Policies, Principles, and Basic Concepts
- Designing for Event Management
- Use of Event Rule Sets and Correlation Engines
- Process Activities
- Triggers, Inputs, Outputs, and Process Interfaces
- Process Measurement
- Challenges and Risks
- Incident Management
- Purpose and Objectives
- Scope of the Process
- Value to Business
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
- Process Measurement
- Challenges and Risks
- Problem Management
- Purpose and Objectives
- Scope of the Process
- Value to Business
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
- Process Measurement
- Challenges and Risks
- Sample Test Question
Unit 4: Service Operation Processes – Part 2
- Request Fulfilment
- Purpose and Objectives
- Scope of the Process
- Business Value of the Process
- Policies, Principles, and Basic Concepts
- Process Activities, Methods, and Techniques
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
- Process Measurement
- Challenges and Risks
- Access Management
- Purpose and Objectives
- Scope of the Process
- Business Value of the Process
- Policies, Principles, and Basic Concepts
- Process Activities
- Triggers, Inputs, Outputs, and Interfaces with Other Processes
- Process Measurement
- Challenges and Risks
- Group/Individual Exercise
Unit 5: Common Service Operation Activities
- Goal
- Monitoring and Control Services
- IT Operations
- Server and Mainframe Management and Support
- Network Management
- Storage and Archival
- Database Administration
- Directory Services Management
- Desktop and Mobile Device Support
- Middleware Management
- Internet/Web Management
- Facilities and Data Center Management
- Operational Activities of Processes Covered in Other Lifecycle Stages
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Capacity Management
- Demand Management
- Availability Management
- Knowledge Management
- Financial Management for IT Services
- ITSCM
- Information Security Management
- Service Level Management
- Improvement of Operational Activities
- Group/Individual Exercise
- Sample Test Question
Unit 6: Organizing for Service Operation
- Functions of Service Operation
- Service Desk Function
- Technical Management Function
- IT Operations Management Function
- Application Management Function
- Roles
- Organizational Structures of Service Operation
- Group/Individual Exercise
- Sample Test Question
Unit 7: Technology Considerations
- Generic Technology Requirements
- Evaluation Criteria for Technology and Tools for Process Implementation
- Group/Individual Exercise
- Sample Test Question
Unit 8: Implementation of Service Operation
- Managing Changes in Service Operation
- Service Operation and Project Management
- Assessing and Managing Risks in Service Operation
- Operational Staff in Service Design and Service Transition
- Planning and Implementing Service Management Technologies
- Group/Individual Exercise
- Sample Test Question
Unit 9: Challenges, Critical Success Factors, and Risks
- Objective
- Challenges, CSFs, and Risks
Unit 10 : Exam Preparation Guide