ITIL Intermediate Service Operation (SO) – Online Training

ITIL Intermediate Service Operation focuses on the principles, processes, operational activities and functions that enable organisations and individuals to successfully manage how their products and services perform. ITIL® Intermediate Service Operation (SO) is one of five ITIL® Service Lifecycle modules.

ITIL Intermediate Service Operation Online Training covers the following topics:

1. Introduction

• Overview
• Context
• ITIL in relation to other publications in the Best Management Practice portfolio

2. Service Operation Principles

• Achieving Balance in Service Operation
• Internal IT View vs. External Business View
• Stability vs. Responsiveness
• Quality of Service vs. Cost of Service
• Reactive vs. Proactive
• Providing Good Service
• Operational Health
• Communications
• Meetings

3. Service Operations Processes

• Event Management
• Incident Management
• Request Fulfilment
• Request Fulfilment
• Problem Management
• Access Management

4. Common Service Operation Activities

• Monitoring
• Reporting
• Control
• Key Performance Indicators
• Console Management/Operations Bridge
• Jo Scheduling
• Backup
• Restore
• Print & Output Management
• Server & 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

5. Organizing for Service Operation Functions

• Service Desk Function
• Technical Management Function
• Applications Management
• IT Operations Management
• Technology Considerations
• Tools to support SO activities
• Summary

7. Implementing Service Operation

• Managing Change in Service Operation
• Planning & Implementing Service Management Technologies
• Deployment and Capacity Checks

8. Challenges, risks and critical success factors

• Challenges
• Critical success factors
• Risks
• Summary