ITIL Intermediate Service Operation Certification Course

Course Detail PDF …

  1. INTRODUCTION
    1. Overview
    2. Context
    3. ITIL in relation to other publications in the Best Management Practice portfolio
  1. SERVICE OPERATION PRINCIPLES
    1. Achieving Balance in Service Operation
    2. Internal IT View vs. External Business View
    3. Stability vs. Responsiveness
    4. Quality of Service vs. Cost of Service
    5. Reactive vs. Proactive
    6. Providing Good Service
    7. Operational Health
    8. Communications
    9. Meetings
  1. SERVICE OPERATIONS PROCESSES
    1. Event Management
    2. Incident Management
    3. Request Fulfilment
    4. Request Fulfilment
    5. Problem Management
    6. Access Management
  1. COMMON SERVICE OPERATION ACTIVITIES
    1. Monitoring
    2. Reporting
    3. Control
    4. Key Performance Indicators
    5. Console Management/Operations Bridge
    6. Job Scheduling
    7. Backup
    8. Restore
    9. Print & Output Management
    10. Server & Mainframe Management and Support
    11. Network Management
    12. Storage and Archive
    13. Database Administration
    14. Directory Services Management
    15. Desktop and Mobile Device Support
    16. Middleware Management
    17. Internet/Web Management
    18. Facilities and Data Center Management
  1. ORGANIZING FOR SERVICE OPERATION FUNCTIONS
    1. Service Desk Function
    2. Technical Management Function
    3. Applications Management
    4. IT Operations Management
  1. TECHNOLOGY CONSIDERATIONS
    1. Tools to support SO activities
    2. Summary
  1. IMPLEMENTING SERVICE OPERATION
    1. Managing Change in Service Operation
    2. Planning & Implementing Service Management Technologies
    3. Deployment and Capacity Checks
  1. CHALLENGES, RISKS AND CRITICAL SUCCESS FACTORS
    1. Challenges
    2. Critical success factors
    3. Risks
    4. Summary