COURSE NAME: ITIL LifeCycle: Service Operations (4051)

CHAPTER 1: LIFECYCLE CERTIFICATION COURSE

Welcome!
Housekeeping
Course Organization
Agenda - Overview
Courseware Usage
Courseware Conventions
ITIL Lifecycle Exam
ITIL Qualification Scheme
Getting Started
Free Stuff

CHAPTER 2: SERVICE OPERATION

Service Operation & the Service Lifecycle
Managing Through the Lifecycle
Purpose, Goals & Objectives of Service Operation
The Scope of Service Operation
Service Operation - Value to the Business
The Principle of Service Operation
Organizing Service Operation
Achieving Balance in Service Operation
Balancing Stability & Responsiveness
Balancing QoS & CoS
Balancing Reactive & Proactive
Providing Service
Service Operation & Transition & Design
Operation Health
Service Operation Communication

CHAPTER 3: CHECKPOINT

Exercise
Quiz
Quiz - Answer Key

CHAPTER 4: SERVICE OPERATION PROCESSES

The Service Operation Model
The Process of Service Operation

CHAPTER 5: EVENT MANAGEMENT

Introduction
Objective
Scope
Value to the Business
Concepts
Activities of Event Management
Event Occurrence & Notification
Event Detection & Filtering
Event Significance & Correlation
Event Response Trigger & Selection
Event Review & Closure
Process Relationships
Information
Metrics & Measures
Challenges
Summary

CHAPTER 6: INCIDENT MANAGEMENT

Introduction
Objective
Scope
Value to the Business
Concepts
Activities of Incident Management
Incident Logging
Incident Categorization
Categorization
Incident Priority
Incident Escalation
Incident Diagnosis
Incident Resolution & Recovery
Incident Closure
Expanded Incident Lifecycle
Incident Management - Roles
Process Relationships
Information
Metrics & Measures
Challenges
Summary

CHAPTER 7: REQUEST FULFILLMENT

Introduction
Objective
Text
Value to the Business
Concepts
Activities of Request Fulfillment
Menu Selection
Financial Approval
Other Approval
Fulfillment
Closure
Process Relationships
Information
Metrics & Measures
Challenges
Summary

CHAPTER 8: PROBLEM MANAGEMENT

Introduction
Objective
Scope
Concepts
Value to the Business
Activities of Problem Management
Managing the Problem
Problem Analysis Techniques
Managing the Known Errors
Relationships
Information
Metrics & Measures
Challenges
Summary

CHAPTER 9: ACCESS MANAGEMENT

Introduction
Objective
Scope
Value to the Business
Concepts
Activities of Access Management
Access Request
Access Verification
Provide Rights
Monitor Identity Status
Log & Track Access
Remove or Restrict Rights
Process Relationships
Information
Metrics & Measures
Challenges
Summary

CHAPTER 10: NON-SERVICE OPERATION PROCESSES

Introduction
Change Management
Configuration Management
Release & Deployment Management
Knowledge Management
Capacity Management
Availability Management
IT Service Continuity Management
Financial Management

CHAPTER 11: CHECKPOINT

Exercise
Quiz
Quiz - Answer Key

CHAPTER 12: COMMON ACTIVITIES

Introduction
Service Operation Common Activities
Monitoring & Control
Control Loop
IT Operations
Mainframe Management
Server Management & Support
Network Management
Storage & Archive
Database Management
Directory Services Management
Desktop Support
Middleware Management
Internet/Web Management
Facilities & Datacenter Management
Data Center Strategies
IT Security Management
Improvement of Operational Activities

CHAPTER 13: CHECKPOINT

Exercise
Quiz
Quiz - Answer Key

CHAPTER 14: SERVICE OPERATION FUNCTIONS

Functions of Service Operation

CHAPTER 15: SERVICE DESK

Introduction
Service Desk
Service Desk - Role
Service Desk - Objectives
Service Desk - Organizational Structures
Service Desk - Staffing
Service Desk - Metrics

CHAPTER 16: TECHNICAL MANAGEMENT

Introduction
Technical Management
Technical Management - Role
Technical Management - Objectives
Technical Management - Organizational Structures
Technical Management - Design, Maintenance & Support
Technical Management - Metrics
Technical Management - Documentation

CHAPTER 17: APPLICATION MANAGEMENT

Introduction
Application Management
Application Management - Role
Application Management - Objectives
Application Management - Principles
Application Lifecycle
Application Management - Generic Activities
Application Management
Application Management - Roles & Responsibilities
Application Management - Metrics
Application Management - Documentation

CHAPTER 18: OPERATIONS MANAGEMENT

Introduction
IT Operations
IT Operations - Role
IT Operations - Objectives
IT Operations - Organizational Structures
IT Operations - Metrics
Operations Management - Documentation

CHAPTER 19: CHECKPOINT

Exercise
Quiz
Quiz - Answer Key

CHAPTER 20: SERVICE OPERATION CONSIDERATIONS

Service Operation Considerations

CHAPTER 21: SERVICE OPERATION ORGANIZATIONAL STRUCTURES

Organizational Structures
Specialization Based Structures
Activity Based Structures
Process Based Structures
Geography Based Structures
Hybrid Structures

CHAPTER 22: SERVICE OPERATION ROLES

Introduction
Service Operation - Roles
Service Desk
Technical Management
IT Operations
Application Management
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management

CHAPTER 23: TECHNOLOGY CONSIDERATIONS

Service Operation - Technology Considerations
Event Management Desired Features
Incident Management Desired Features
Request Fulfillment Desired Features
Problem Management Desired Features
Access Management Desired Features
Service Desk Desired Features

CHAPTER 24: IMPLEMENTING SERVICE OPERATION

Service Operation Implementation
Managing Change in Service Operation
Service Operation & Project Management
Assessing & Managing Risk
Involvement in Design & Transition
Planning & Implementing Technology

CHAPTER 25: CHECKPOINT

Exercise
Quiz
Quiz - Answer Key