Description
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
Course Type | : | Online |
Course Duration | : | 180 days access to online training programme |
Certificates | : | Please note that the certification exam is NOT part of this course. If you want to order the certification exam separately, please contact us. |
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