ITIL: Service Operation (SO) – (Revision 1.6)

Course Overview
This hands on program leads to a Certificate in ITIL Service Lifecycle Management – Service Operation.
This program is for IT professionals working within, or about to enter, an IT environment requiring a
detailed understanding of the processes, functions and activities associated with the Service Operation
domain of the ITIL Service Lifecycle. Upon successful completion of the education and examination,
students can expect to gain competencies in the following IT Service Operation areas: Introduction to
Service Operation, Service Operations Principals, Service Operation Processes, Common Service
Operation Activities, Organizing Service Operation: Functions, Technology Considerations and
Implementation Considerations.
Course Outline
Course Introduction 4m
Course Introduction
Chapter 01 – Course Introduction 13m
Lesson: Course Organization
Welcome to the Course!
Mentoring Community Introductions
Why Are You Here?
Using Bloom’s Taxonomy
What do you Expect?
Housekeeping Online
Lesson: Course Conventions & Agenda
Conventions Used
Quizzes & Exercises
ITIL Qualification Scheme
ITIL Lifecycle Exam
Getting Started with an Online Class
Chapter 01 Review
Chapter 02 – IT Service Lifecycle Service Operation 37m
Lesson: Introduction to Service Operation
SO & the Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals & Objectives of Service Operation
Scope of Service Operation
Value of Service Operation
Lesson: Principles of Service Operation
Fundamentals of Service Operation
The Principle of Service Operation
Achieving Balance in Service Operation
Balancing Stability & Responsiveness
Balancing QoS & CoS
Balancing Reactive & Proactive
Providing Service
SO & Other Lifecycle Stages
Operational Health
SO Communication
SO Documentation
Lesson: Service Operation Summary
Service Operation Summary
Checkpoint
Chapter 02 Review
Chapter 03 – Service Operation Processes 2hr 38m
Lesson: Event Management
The Service Operation Model
The Processes of Service Operation
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Event Management
Event Occurrence & Notification
Event Detection & Filtering
Event Significance & Correlation
Event Response Trigger & Selection
Event Review & Closure
Triggers, Inputs & Outputs
Process Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Incident Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Incident Management
Incident Logging
Incident Categorization
Categorization
Incident Priority
Incident Escalation
Incident Diagnosis
Incident Resolution & Recovery
Incident Closure
Expanded Incident Lifecycle
Incident Management – Roles
Triggers, Inputs & Outputs
Process Relationships
Critical Success Factors
Challenges & Risk
Summary
Lesson: Request Fulfillment
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Request Fulfillment
Menu Selection
Financial Approval
Other Approval
Fulfillment
Closure
Triggers, Inputs & Outputs
Process Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Problem Management
Introduction
Purpose, Goals & Objectives
Scope
Concepts
Value to the Business
Activities of Problem Management
Managing the Problem
Problem Analysis Techniques
Managing the Known Error
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Access Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities of Access Management
Access Request
Access Verification
Provide Rights
Monitor Identity Status
Log & Track Access
Remove or Restrict Rights
Triggers, Inputs & Outputs
Relationships
Critical Success Factors
Challenges & Risks
Summary
Lesson: Operational Activities of Other Lifecycle Processes
Introduction
Change Management
Service Asset & Configuration Management
Release & Deployment Management
Knowledge Management
Capacity Management
Availability Management
IT Service Continuity Management
Financial Management
Lesson: Service Operation Processes Summary
Service Operation Process Summary
Checkpoint
Chapter 03 Review
Chapter 04 – Common Service Operation Activities 26m
Lesson: Common Activities
Introduction
Service Operation – Common Activities
Monitoring & Control
Control Loop
IT Operations
Mainframe Management
Server Management & Support
Network Management
Storage & Archive
Database Management
Directory Services Management
Desktop & Mobile Support
Middleware Management
Internet/Web Management
Facilities & Data Center Management
Data Center Strategies
IT Security Management
Improvement of Operational Activities
Lesson: Common Activities Summary
Common Activities Summary
Checkpoint
Chapter 04 Review
Chapter 05 – Service Operation Functions 44m
Lesson: Service Desk Function
Introduction to Service Operation Functions
Introduction to Service Desk
Service Desk
Service Desk – Role
Service Desk – Objectives
Service Desk – Organizational Structures
Service Desk – Staffing
Service Desk – Metrics
Lesson: Technical Management Function
Introduction to Technical Management
Technical Management
Technical Management – Role
Technical Management – Objectives
Technical Management – Organizational Structures
Technical Management – Design, Maintenance & Support
Technical Management – Metrics
Technical Management – Documentation
Lesson: IT Operations Management
Introduction to IT Service Operations Management
IT Operations
IT Operations – Role
IT Operations – Objectives
IT Operations – Organizational Structures
IT Operations – Metrics
Operations Management – Documentation
Lesson: Application Management Function
Introduction to Application Management
Application Management
Application Management – Role
Application Management – Objectives
Application Management – Principles
Application Lifecycle
Application Management – Generic Activities
Application Management – Organizational Structures
Application Management – Roles & Responsibilities
Application Management – Metrics
Application Management – Documentation
Lesson: Service Operation Functions Summary
Service Operation Functions Summary
Checkpoint
Chapter 05 Review
Chapter 06 – Technical Considerations 56m
Lesson: Service Operation Organizational Structures
Organizational Structures
Specialization Based Structures
Activity Based Structures
Process Based Structures
Geography Based Structures
Hybrid Structures
Lesson: Roles & Responsibilities
Introduction
Generic Roles
Service Owner
Process Owner
Process Manager
Process Practitioner
Service Operation – Roles
Service Desk
Technical Management
IT Operations
Application Management
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Lesson: Technology Considerations
Service Operation Technology Considerations
Event Management Desired Features
Incident Management Desired Features
Request Fulfillment Desired Features
Problem Management Desired Features
Access Management Desired Features
Service Desk Desired Features
Lesson: Implementing Service Operation
Service Operation Implementation
Managing Change in SO
SO & Project Management
Assessing & Managing Risk
Involvement in Design & Transition
Planning & Implementing Technology
Challenges
Critical Success Factors
Risks
Lesson: Service Operation Considerations Summary
Service Operation Considerations Summary
Checkpoint
Chapter 06 Review
Course Closure
Total Duration: 5hrs 39m

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