ITIL® Service Operation Online

Delegates will be capable of enhancing their awareness and ability in the modules shown below:

Introduction to Service Operation

• Bloom’s Level 2 Aims – Awareness of Service Operation terms and fundamental models
• The techniques used within Service Operations which involves how they relate to make Service Operations function
• The methods and service lifecycle stages that Service Operation interfaces with
• The important features of Service Operation and how to analyse them

Service Operation Principles

• How Service Operation is planned in relation to Tasks, Teams, Department and divisions.
• How an business can reach a balance when dealing with internal verse external structural focus, recognising the issues connected to organizations who function at the limits of these balances
• What “Operational Health” means, addressing examples of “Self-Healing Systems” and the methods used by them.
• The creation, workings and process of a complete communication policy to be used within Service Operations

Service Operation Processes

• The use of and interaction of each of the five key developments that make up Service Operation
• The worth to the organisation that each of the Service Operation processes contributes
• The use of and interaction of all other lifecycle operational tasks that enhances Service Operation

Common Service Operation Activities

• The change among a Technology Centric and a Business Centric organization, the five stages of maturity and how Service Operation can be implemented to move towards growing the Business Centric focus
• How the activities recognised in this unit provide Service Operation and deliver a thorough product of how to incorporate them into a Service Operation institute

Organizing Service Operation

• The tasks, actions and functions of each of the four roles recognised in this unit and how to develop a Service Operation built on these methods
• Service Operation tasks and duties, where and how they are applied as well as how a Service Operation business would be planned to use these tasks

Technology Considerations

• The equipment that assists Service Operation, where and how these can be applied
• The technology essential to provide each of the Service Operations procedures and roles: Event Management, Incident Management, Request Completion, Problem Management, Access Management and Service Desk

Implementation Considerations

• Policies and plans for running Change in Service Operation and how to apply this action within an business
• Applying Service Operation skills within a business
• How to assess and manage risk with in a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition workforces.

Challenges, Critical Success Factors and Risks

• The tasks and risks (e.g. staff, funding, management, etc.) connected to Service Operation and the facts behind how each task can be assessed
• The Critical Success Factors (CSFs) connected to Service Operation as well as a thorough method for calculating and observing Service Operation CSFs