ITIL® Service Operation (SO)

SPECIAL NOTES

A 90-minute multiple-choice exam is included with the cost of the course.

For RAIL (live online instructor-led) sessions: The course will be in session on all three days (8:30am- approximately 5:00pm Central Time). After completing the course, you will take the exam through CSME at your convenience via an exam voucher. (Note: Exam Vouchers expire within 30 days of completion of the course). Upon registering, you will receive specific instructions on how to arrange for your exam. HP strongly recommends you take the exam within a few days of completing the course.

COURSE OVERVIEW

This 3-day course is designed for those involved in event management and monitoring, problem management and root cause analysis, and access management. The course also covers communication and stakeholder management, service desk organization, technical management, and application management. The course prepares attendees for the ITIL® Intermediate Qualification: Service Operation Certificate, one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

PREREQUISITES

• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications)
• A basic IT literacy and around 2 years IT experience are highly desirable
• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution), as part of a formal, approved training course/scheme
• Complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination

AUDIENCE

• Chief information officers (CIOs), Chief technology officers (CTOs), Managers, Supervisory staff, Team leaders, Service designers
• IT architects, IT planners, IT consultants, IT audit managers, IT security managers
• ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
• Individuals who require a detailed understanding of the ITIL® service operation stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
• Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
• Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite

COURSE OBJECTIVES

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Introduction to service operation
• Service operation principles
• Service operation processes
• Common service operation activities
• Organizing for service operation: functions
• Technology considerations
• Implementation of service operation
• Challenges, critical success factors and risks

NEXT STEPS

• Courses from the Lifecycle or Capability streams leading to the ITIL® Expert qualification

BENEFITS TO YOU

• Identify the ITIL® lifecycle and the fundamental processes involved in Service Operation and how to integrate them into your business’ IT service model
• Understand how IT and the Business can collaborate to improve overall productivity and efficiency
• Learn how to move from a reactive relationship to a proactive relationship between IT and users

COURSE OUTLINE

Introduction to Service Operation

• The purpose, objectives and scope of service operation
• The value to the business
• The context of service operation in the ITIL® service lifecycle
• The fundamental aspects of service operation and the ability to define them

Service Operation Principles

• How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
• Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
• Service operation inputs and outputs

Service Operation Processes

• The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management

Common Service Operation Activities

• How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
• How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
• How the operational activities of processes covered in other lifecycle stages contribute to service operation
• How IT operations staff should look for opportunities to improve the operational activities

Organizing for Service Operation

• The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
• Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles

Technology Considerations

• The generic requirements of technologies that support service management across all lifecycle stages
• The specific technology required to support the service operation processes and functions

Implementation of Service Operation

• Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
• Planning and implementing service management technologies within a company

Challenges, critical success factors and risks

• The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation

For more information about HP training programs in Ukraine visit the web site at http://www8.hp.com/ua/ru/training/index.html

For whom it is intended:

• IT Manager
• Network administrator
• Presale/consultant
• Project Manager
• Security specialist
• Solution architect
• System administrator
• System architect
• System engineer