ITIL Intermediate Service Operation Certification Course
[spacer height=”-20px”]Course Detail PDF …
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INTRODUCTION
- Overview
- Context
- ITIL in relation to other publications in the Best Management Practice portfolio
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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
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SERVICE OPERATIONS PROCESSES
- Event Management
- Incident Management
- Request Fulfilment
- Request Fulfilment
- Problem Management
- Access Management
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COMMON SERVICE OPERATION ACTIVITIES
- Monitoring
- Reporting
- Control
- Key Performance Indicators
- Console Management/Operations Bridge
- Job 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
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ORGANIZING FOR SERVICE OPERATION FUNCTIONS
- Service Desk Function
- Technical Management Function
- Applications Management
- IT Operations Management
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TECHNOLOGY CONSIDERATIONS
- Tools to support SO activities
- Summary
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IMPLEMENTING SERVICE OPERATION
- Managing Change in Service Operation
- Planning & Implementing Service Management Technologies
- Deployment and Capacity Checks
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CHALLENGES, RISKS AND CRITICAL SUCCESS FACTORS
- Challenges
- Critical success factors
- Risks
- Summary