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eLearning Products
PT25083
Training Summary
Accredited by AXELOS and PeopleCert
Service Operation (SO) provides you with an intense and focused exploration of the new and modified topics in ITIL 2011. The course is intended for those who work within a Service Operation 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. The course focuses on the managerial and control aspects of the operational environment.
Prerequisites
ITIL Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL 2011: Service Operation certification exam, then you must have taken and passed the ITIL Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.
Before attending training for the certification, it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publications.
Duration
7.25 Hours/eLearning
Audience
The course is intended for those who work within a Service Operation 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.
Course Topics
- Course Introduction
- Exam Tips
- Service Management as a Practice
- Overview of Service Operation (SO)
- Exercise: ITSM and Failure
- Service Operation Principles Part 1
- Service Operation Principles Part 2
- Monitoring and Control Part 1
- Monitoring and Control Part 2Common SO Activities Part 1
- Common SO Activities Part
- EXERCISE: ITSM Monitor Control Loop
- Event Management Part 1
- Event Management Part 2
- Request Fulfillment (RF)
- Request Fulfillment (RF) Part 2
- Incident Management (IM) Part 1
- Incident Management (IM) Part 2
- Problem Management (PM) Part 1
- Problem Management (PM) Part 2
- Access Management (AccM) Part 1
- Access Management (AccM) Part 2
- Service Desk (SD) Part 1
- Service Desk (SD) Part 2
- Technical Management (TM)
- IT Operations Management (ITOM)
- Application Management (AM)
- SO Organizational Structures
- Implementation Considerations