ITP ITL9338
ITIL® Service Operation Lifecycle Classroom

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Descrizione del corso

Questo corso è offerto da Pipeline in qualità di ITpreneurs Partner.

Questo corso di 3 giorni consente agli allievi di approfondire i concetti, i processi, le policy, e i metodi associati con la fase di Service Operation del ciclo di vita di un servizio. Il corso tratta la gestione e il controllo delle attività e delle tecniche dello stage Service Operation, ma non il dettaglio di ognuno dei processi di supporto. Il corso è stato progettato utilizzando un approccio di tipo scenario-based che consente di apprendere le discipline core delle best practice ITIL e tutte le competenze necessarie ad affrontare l’esame di certificazione ITIL Service Operation Lifecycle.

ITIL® is a registered trade mark of AXELOS Limited.

Durata del corso: 3 giorni

Lingua del corso: Inglese



Contenuti del corso

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

Partecipanti

Il corso si rivolge a:

  • individui che hanno conseguito la certificazione ITIL Foundation e desiderano conseguire certificazioni ITIL di livello intermedio o avanzato
  • individui che desiderano approfondire la fase di Service Operation e come poterla implementare per elevare la qualità dei servizi offerti
  • professionisti IT neofiti nell’ambito Service Operation e che desiderano approfondirne i concetti e i processi
  • professionisti che in una organizzazione ricoprono ruoli quali CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers e ITSM trainers

Prerequisiti

Per partecipare con profitto a questo corso sono necessari i seguenti prerequisiti;

  • aver conseguito la certificazione ITIL Foundation
  • aver maturato almeno due anni di esperienza nel settore IT

Obiettivi

Al termine del corso gli allievi saranno in grado di:

 

  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The subprocesses, activities, methods and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors and risks related with Service Operation

 

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