ITIL® Online Service Operation

Introduction to Service Operation Practice

• Define Service Operation
• Scope and objective of Service Operation
• Service Operation Context in service lifecycle
• Fundamental and business value of service operations

Principles of Service Operations

• Maintain balance in service operation
• Good services
• Operations staff involvement in another stage of lifecycle
• Operational health
• Documentation
• Communication and its type
• Input and Output of Service Operation

Introduction to Event Management

• Define Event Management Process
• Objectives and Scope
• Key Concepts and Terminologies
• Policies and Principles
• Methods and Principles included in the processes
• CSFs and KPIs
• Risk and Challenges

Introduction to Incident Management Process

• Define Incident Management Process
• Objective and Scope
• Business value
• Key Concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges

Introduction to Problem Management Process

• Define Problem Management Process
• Objective and scope
• Key Concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges

Introduction to Requirement Fulfilment Process

• Define Requirement Fulfilment Process
• Key Concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges

Introduction to Access Management Process

• Key Concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges

Introduction to Service Operation Activities

• Controlling and monitoring a service
• IT Operations
• Management and Support of Server and Mainframe
• Directory Services Management
• Desktop and Mobile Device Support
• Middleware and Internet Management
• Manage Network
• Storage and Archive
• Database Administration
• Facilities and Data Center Management
• Enhancement of Operational Activities

Service Desk Function

• Effective Organisational Structure
• Roles and Objectives
• Outsourcing the Service Desk
• Supporting the Service Desk

Technical Management Function

• Scope
• Roles and Objectives
• Relationship between Technical Design and Technical Management and Supporting
• Measure Technical Management
• Management Documentation
• Roles supporting Technical Management

IT Operations Management Function

• Roles and Objectives
• Purposes
• Measure IT Operational Management
• Management of Documentation of IT operations
• Supporting roles for IT Operations Management

Applications Management Function

• Roles and Objectives
• Application Management Principles
• Lifecycle of Application Management
• Measuring Application Management
• Documentation for managing Applications
• Roles Supporting Applications Management 

Service Operation Organisational Structure

• Approaches for organising functions
• Benefits and Limitations of each organisational approach

Technology and Implementation Considerations

• Generic Technology Considerations
• Technologies for managing Event
• Technologies for managing Incident
• Technologies for managing Problem
• Technologies for fulfilling Request  
• Change Management in Service Operation
• Service Operation and Project Management
• Assess, Manage and Control Risk in Service Operation
• Involvement of Operational Staff in Service Design and Service Transition
• Planning and Implementing Service Management Technologies
• Access Management Technologies
• Service Desk Technologies
• Challenges of Service Operation
• CSFs of Service Operation
• Risks of Service Operation