1. Introduction to Service Operation

Introduction to the concepts and terminology of Service Operation. You will understand:

• The term ‘Service Operation’, and how it fits in the overall core ITIL Lifecycle
• The main purpose and objectives of Service Operation
• The ITIL processes primarily covered in Service Operation
• The functions within Service Operation
• The value to the business

2. Service Operation Principles

• Organisational issues including: functions, groups, teams, department and divisions
• Achieving balance in Service Operations
• Providing service
• Involvement in design and transition
• Operational health
• Communication
• Documentation

3. Service Operation Processes

The managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage – but excluding the day to day operation of the processes which is covered in the Operational Support and Analysis Capability module.

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

The operational activities of processes covered in other lifecycle phases:

• Change Management
• Configuration Management
• Release Management
• Capacity Management
• Availability management
• Knowledge Management
• Financial Management
• IT Service Continuity Management

4. Common Service Operation Activities

This unit will cover the activities commonly performed in the Service Operation arena:

• Monitoring & Control
• IT Operations
• Mainframe Management
• Server Management & Support
• Network Management
• Storage & Archive
• Database Management
• Directory Services Management
• Desktop Support
• Middleware Management
• Internet/Web Management
• Facilities & Data centre Management
• IT Security Management in relation to Service Operation
• Improvement of Operational Activities

5. Organising Service Operation

The Service Operation functions and mapping them to roles, responsibilities and activities. It will also cover Service Operation Organisational structures. You will understand:

• Functions- Service Desk- Technical Management- IT Operations Management- Application Management
• Roles and responsibilities
• Service Operation organisational structures

6. Technology Considerations

Technology, tools and telephony requirements for the Service Operation processes and activities, including:

• Generic Requirements
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management
• Service Desk

7. Implementation Considerations

• Managing Change in Service Operations
• Service Operation and Project Management
• Assessing & Managing Risk in Service Operations
• Operational Staff in Design & Transition
• Planning & Implementing Service Management Technologies

8. Challenges, Critical Success Factors and Risks

The challenges and risks facing Service Operation and how Critical Success Factors contribute to Service Operation.

9. Summary and Exam Preparation

This unit will summarise the material covered in the previous units and prepare delegates for the examination.