ITIL v3 Service Operation Lifecycle

Course Length: Three Days

INTRODUCTION:

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Transition phase of the Service Lifecycle. The main focus areas include Service Transition purpose, principles, processes, activities, functions, technology, and implementation considerations. This course is designed using an engaging case study-based approach to learn the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam. 

Through extensive activities, you will gain knowledge of the Service Operation processes:

  • Applying the Incident Management Lifecycle to quickly restore normal operation
  • Enabling internal customers to use a service while protecting against unauthorized access
  • Preventing recurring problems and resulting incidents with effective Problem Management
  • Ensuring decision making that balances stability vs. responsiveness and quality vs. cost

AUDIENCE:

Individuals who have an ITIL v3 Foundation Certificate (or the ITIL v1/v2 Foundation + v3 Foundation Bridge certificate) and want to pursue the intermediate and advanced level ITIL certifications.
 
Individuals who require understanding of the ITIL Service Transition phase of the ITIL core lifecycle and how it’s implemented to enhance the quality of IT service provision within an organization.

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IT professionals working in or new to a Service Transition environment and requiring a detailed understanding of the processes, functions and activities involved. A typical role profile includes: CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Transition practitioners.

LEARNING OBJECTIVES:

At the end of this 3 day course, the student will gain competencies and prepare to:

  • Plan key activities for the Service Operation processes
  • Maintain stability in Service Operations while allowing for changes in design, scope and service levels
  • Support operations through new models and architectures such as shared services

 

 

  • Evaluate Service Operations processes with critical success factors and KPI’s
  • Service Transition principles, processes, and common activities
  • Understanding implementation approaches
  • Prepare for and take ITIL Intermediate Qualification:  Service Operation Certification Examination

 

 COURSE PREREQUISITIES

Students should hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate.  Before taking the course, it’s recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience.

COURSE OUTLINE:

Introduction and Overview

Service Operations and the overall ITIL Lifecycle

  • Principles and objectives
  • Functions and common activities
  • How Service operation creates business value
  • Challenges, critical success factors and risks

Balancing Conflicting Goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of Services (QoS) vs. cost of services
  • Reactive and proactive activities

Core Service Operation Processes
Primary ITIL processes within Service Operation

  • Event management: Active and Passive Monitoring
  • Restoring normal service through Incident Management
  • Request fulfillment
  • Managing Problems with Root Cause Analysis
  • Access Management

Operational Activities of other ITIL Processes

  • Change, Configuration and Release Management
  • Capacity and Availability Management

Common Service Operation Activities
Monitoring and Control of IT Operations

  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the Infrastructure
Mainframe, Server and Network Management

  • Storage and database management
  • Managing directory services and desktop support
  • Facilities and datacenter management
  • Managing IT security in service operations
  • Improving operational activities

Operational aspects of processes from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

Organizing for Service Operation
Mapping Service Operation functions to activities

  • Roles and responsibilities
  • Understanding the organizational context

Service Operation structure

  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application management

Key functions of the Service Desk

  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed

Structuring the Service Desk

  • Local vs. centralized
  • The virtual service desk
  • Follow-the-sun operation

Technology Related Issues

  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to Service Design, Service Transition and Continual Service Improvement projects
  • Evaluating change requests
  • Matching technology to the organizational situation

 Implementation Challenges and Risks

  • Managing change in service operations
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning and implementing service management technologies

One Campbell Plaza, Suite 2B
St. Louis, MO 63139
Phone: (314) 644-6400
Fax: (314) 644-3670
www.premier-ks.com