ITIL® 2011 Edition Courses

Service Operations

CONTENTS:

  • Introduction to Service Operations
  • Service Operation Principles
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing for Service Operation
  • Technology Considerations
  • Implementing Service Operations
  • Challenges, CSFs & Risks
  • Summation & Review

WHAT YOU'LL LEARN:

  • Aligning ITSM with business needs
  • Key concepts of the Service Operation processes involved
  • Inputs, outputs, prinicples, objectives and benefits of the stage and the processes involved
  • Methods nad techniques for processes involved
  • Fundamentals, values & interactions of processes
  • Monitoring, reporting, and control of services

Audience:

Those individuals or groups who are involved in a service operation environment, understanding those concepts, delivering & supporting IT services, the functions, activities, and processes involved

Prerequisite:

ITIL® 2011 Edition Foundation Certification; Basic IT competence with up to 2 years of experience; 21 self-study hours of the Service Operation Syllabus and its Core Book references

*ITIL® is a registered Trademark of AXELOS Limited