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    Overview

    ITIL Training Course Overview: 

    This five-day Live Instructor-Led ITIL Training Course provides you with an intense and focused exploration of the new and updated topics in ITIL from the point of view of the owner of a process or set of activities. The ITIL Training Course is intended for those who work within a Service Operation (SO) environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision. 

    ITIL Training Course Objectives:

    • Focus on the managerial and control aspects of the operational environment with regard to Service Operation.
    • Educate IT Professionals in the value of IT Service Operation. 

    Audience Profile:

    • CIOs, CTOs, Managers, Supervisory Staff
    • Team Leaders, Designers, Architects, Planners,
    • IT Consultants, IT Audit Managers and IT Security Managers.
    • Candidates looking to achieve credit towards the coveted ITIL Expert designation 

    Prerequisites:

    The candidate must hold (photocopy required) one of the following:

    • v3 ITIL Foundation Certificate, or
    • v2-v3 Foundation Bridge Certificate
    • It is also strongly recommended that the candidate have 2-4 years of professional experience within Service Management as well as defined experience in at least one of the SO processes.

    Certification

    Exam Voucher Included.

    Description

    Introduction

    • Purpose and goals
    • Linking Service Operation to other ITIL Lifecycle stages
    • How Service Operation creates business value
    • Service Operation principles: common principles and guidelines that will influence the performance of SO processes and functions

    Service Operation Principles

    • Organizational issues
    • Achieving balance in Service Operations

    Service Operation Processes

    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management

    Organizing Service Operation

    • Mapping Service Operation functions to activities
    • Service Operation structure
    • Key functions of the Service Desk
    • Structuring the Service Desk
    • Service Operations Functions

    Technology and Implementation

    • Considerations
    • Defining technology and tool requirements
    • Analyzing the technology requirements for the elements of Service Operation
    • Supporting Service Operation through technology
    • Matching technology to the organizational situation

    Implementing and Improving Service Operation

    • Challenges facing Service Operation
    • Identifying CSFs and risks that affect the viability of new and changed services
    • Establishing critical success factors and key performance indicators (KPIs)
    • Estimating benefits and risks for new or changed services