ITIL - Service Operations

Chapter 1: Introduction to Service Operation

Describe the purpose, goals and objectives of service operation

Describe the scope of service operation

Describe the business value of service operation

Describe the context of service operation in the ITIL service lifecycle

Chapter 2: Service Operation Principles

Balance in service operation

Providing a good service

Involvement in other lifecycle stages

Operational health

Communication

Documentation

Service Operation inputs and outputs with the service lifecycle

Chapter 3: Service Operation Processes

Understand the purpose and objectives of event management

Understand the scope of event management

Understand the value to business of event management

Understand the policies, principles and basic concepts of event management

Understand event management activities, methods and techniques

Understand the triggers, inputs, outputs and interfaces of event management

Understand the critical success factor and key performance indicators of event management

Understand the purpose and objectives of incident management

Understand the scope of incident management

Understand the value to business of incident management

Understand the policies, principles and basic concepts of incident management

Understand incident management activities, methods and techniques

Understand the triggers, inputs, outputs and interfaces of incident management

Understand the critical success factors and key performance indicators of incident management

Understand the purpose and objectives of request fulfillment

Understand the scope of request fulfillment

Understand the value to business of request fulfillment

Understand the policies, principles and basic concepts of request fulfillment

Understand the triggers, inputs, outputs and interfaces of request fulfillment

Understand the critical success factors and key performance indicators of request fulfillment

Understand the purpose and objectives of problem management

Understand the scope of problem management

Understand the value to business of problem management

Understand the policies, principles and basic concepts of problem management

Understand problem management activities, methods and techniques

Understand the triggers, inputs, outputs and interfaces of problem management

Understand the critical success factors and key performance indicators of problem management

Understand the purpose and objectives of access management

Understand the scope of access management

Understand the value to business of access management

Understand the policies, principles and basic concepts of access management

Understand access management activities, methods and techniques

Understand the triggers, inputs, outputs and interfaces of access management

Understand the critical success factors and key performance indicators of access management

Chapter 4: Common Service Operation Activities

Monitoring and control

IT operations

Server and 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

Operational activities of processes covered in other lifecycle stages

Improvement of operational activities

Chapter 5: Organizing for Service Operation

Service desk function

Technical management function

IT operations management function

Application management function

Roles

Service operation organizational structures

Chapter 6: Technology Considerations

Technology, tools and telephony requirements for service operation processes and functions:

Event management

Incident management

Request fulfillment

Problem management

Access management

Service desk

Chapter 7: Implementation of Service Operation

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

Managing change in service operation

Service operation and project management

Assessing and managing risk in service operation

Operational staff in design and transition

Planning and implementing service management technologies

Chapter 8: Challenges, Critical Success Factors & Risks

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

Challenges

Critical success factors and key performance indicators

Risks


ITIL Service Operation provides guidance on organizing service delivery through the functions of operations management, technical management, and applications management integrated with the service desk that provides a key link between their activities and the business. It identifies how to link operational activities to the value of the organization and how to couple infrastructure and service management for optimum service quality and value.

ITIL - Service Operations

  • Product Code: ISOP-R10-
  • Availability: In Stock
  • $165.00

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Tags: ITIL, IT, infrastructure, library, information, service, management, strategy, transition, operation