ITIL® Intermediate SO

$799.00

Learn the best practices for service strategy design and transition in this ITIL Intermediate Service Offerings (SO) certification course.

Self Paced Includes: 17 PDU’s

ITIL® Intermediate SO

$799.00

SKU: 7de8140253e2 Category:

LEARNING UNITS

  1. Introduction to Service Operation
    • Purpose, objective, scope and value to business of SO
    • The context of service operation and service life cycle
    • Service operation fundamentals
  2. Service operation principles
    • Achieving balance in service operation
    • Providing good service
    • Involvement in other lifecycle stages
    • Operational health
    • Communication
    • Documentation
    • Service operation inputs and outputs
  3. Service operation processes
    • Purpose, objectives, scope and value to business of each process
    • Policies, principles and basic concepts
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Challenges and risks
  4. Common service operation activities
    • Monitoring and control
    • IT operations
    • Server and mainframe management and support
    • Network management
    • Storage and archive
    • Database administration
    • Directory service management
    • Desktop and mobile device support
    • Middleware management
    • Internet/web management
    • Facilities and data center management
    • Operational activities of processes covered in other lifecycle stages
    • Improvement of operational activities
  5. Organizing for service operation
    • Functions
      • Service desk function
      • Technical management function
      • Application management function
    • Roles
    • Service operation organizational structures
  6. Technology considerations
    • Generic requirements
    • Event management
    • Incident management
    • Request fulfilment
    • Problem management
    • Access management
    • Service desk
  7. Implementation of service operation
    • Managing change in service operation
    • Service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff in design and transition
    • Planning and implementing service management technologies
  8. Challenges, critical success factors and risks’
    • Challenges
    • Critical success factors
    • Risks
  9. Summary & directed studies
    • Review of key concepts