This three-day hands-on program leads to a Certificate in ITIL Service Lifecycle Management - Service Operation. This program provides detailed information on the processes, functions, tools, roles, and implementation support needed to deliver and sustain quality IT Services in the live production environment.
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ITIL® 3/2011 Service Lifecycle Management-Service Operation
What You Will Accomplish
- Establish effective operational monitoring and support practices that help improve responsiveness to operational failures while reducing false positives
- Develop process activities and explore procedural choices and tool alignment in managing incidents and service requests
- Create effective functional alignment and roles among your Service Desk, Operations team, and technical specialists
- Create and align common service operation activities to gain efficiencies
- Implement effective metrics and measures and effective use of industry tools to support your processes
Who Should Attend
This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Operation domain of the ITIL® Service Lifecycle. These include:
- Service Desk personnel and Management
- Technical Support personnel and Management
- Data Center Operations personnel and Management
- Security Operations personnel and Management
- Application Support Personnel and Management
- Project and Program Managers looking to better integrate Operational Readiness
Please contact Deep Creek Center for information on scheduling a course.
| Course Length |
3 days |
| Credits Earned |
21 PDU credits 3 ITIL credits |
Course Outline
- Scope
- Value to the Business
- Achieving Balance in Service Operations
- Reactive/Proactive
- Internal/External
- Quality/Cost
- Stability/Responsiveness
- Operational Health
- Communications
- Event Management
- Incident Management
- Problem Management
- Request Fulfillment
- Access Management
- Monitoring and Control
- Mainframe
- Server
- Network
- Storage
- Database
- Directory Services
- Desktop
- Middleware
- Internet
- Facilities and Datacenter
- Security
- Service Desk
- Technical Management
- Applications Management
- IT Operations Management
Prerequisites
ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.Exam
An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through Peoplecert. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
Please contact Deep Creek Center for information.
It is only a solution if it produces the desired results.
It is only a solution if it produces the desired results.
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