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  • ITIL 3/2011 Service Lifecycle Management- Service Operation
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. 

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

  • Introduction to Service Operation
  • Service Operations Principles
    • Scope
    • Value to the Business
    • Achieving Balance in Service Operations
      • Reactive/Proactive
      • Internal/External
      • Quality/Cost
      • Stability/Responsiveness
    • Operational Health
    • Communications
  • Service Operation Processes
    • Event Management
    • Incident Management
    • Problem Management
    • Request Fulfillment
    • Access Management
  • Common Service Operation Activities
    • Monitoring and Control
    • Mainframe
    • Server
    • Network
    • Storage
    • Database
    • Directory Services
    • Desktop
    • Middleware
    • Internet
    • Facilities and Datacenter
    • Security
  • Organizing Service Operation: Functions
    • Service Desk
    • Technical Management
    • Applications Management
    • IT Operations Management
  • Organizational Structures
  • Roles and Responsibilities
  • Technology Considerations
  • Implementation Considerations

  • Please contact Deep Creek Center for information.
    It is only a solution if it produces the desired results. 
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