Home Events ITIL® Intermediate SO Classroom/Live streamed course 4 Day course

ITIL® Intermediate SO Classroom/Live streamed course 4 Day course

4 Day course

This virtual classroom based course leads to the qualification Service Operation (SO) “ITIL® Intermediate Certificate in IT Service Management”.

This 4 day course leads to the ITIL®  Certificate – Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This course is suitable for individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation

It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.


Topics covered during course:

Service Operation Practices

  • Purpose and Objectives of Service Operation
  • Scope of Service Operation
  • Context of Service Operation in the Service Lifecycle
  • Business Value of Service Operation
  • Fundamentals

Service Operation Principles

  • Achieving Balance in Service Operation
  • Providing Good Service
  • Operations Staff Involvement in Other Lifecycle Stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation Inputs and Outputs

Event Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

Incident Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

Problem Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs and Outputs
  • CSFs and KPIs
  • Challenges and Risks

Request Fulfillment Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

Access Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

Common Service Operation Activities

  • Monitoring and Control
  • IT Operations
  • Server and Mainframe Management and Support
  • Network Management
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • Operational Activities of Processes in Other Lifecycle Stages
  • Improvement of Operational Activities

Service Desk Function

  • Role, Objectives, and Organizational Structures
  • Service Desk Staffing and Environmental Considerations
  • Key Considerations for Outsourcing the Service Desk
  • Key Roles Supporting the Service Desk

Technical Management Function

  • Role, Objectives, and Activities
  • Relationship Between Technical Design and Technical Maintenance and Support
  • Metrics to Measure Technical Management
  • Key Technical Management Documentation
  • Roles Supporting Technical Management

IT Operations Management Function

  • Role, Objectives, and Activities
  • Metrics to Measure IT Operations Management
  • Key IT Operations Management Documentation
  • Roles Support IT Operations Management

12. Applications Management Function

  • Role, Objectives, and Activities
  • Principles of Application Management
  • Application Management Lifecycle
  • Metrics to Measure Applications Management
  • Key Applications Management Documentation
  • Roles Supporting Applications Management

Service Operation Organizational Structures

  • Different Approaches to Organizing Functions
  • Advantages and Disadvantages of Each Organizational Approach

Technology and Implementation Considerations

  • Generic Technology Considerations
  • Event Management Technologies
  • Incident Management Technologies
  • Problem Management Technologies
  • Request Fulfillment Technologies
  • Access Management Technologies
  • Service Desk Technologies
  • Managing Change in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff Involvement in Service Design and Service Transition
  • Planning and Implementing Service Management Technologies
  • Challenges of Service Operation
  • CSFs of Service Operation
  • Risks of Service Operation

Exam Preparation/Mock Exam

Exam

Prerequisites

A pass in the ITIL® V3 or ITIL® 2011 Foundation exam or the ITIL V2-V3 Bridging exam from either EXIN, ISEB/BCS or APMG. Proof will need to be provided before attending the course.

Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

 

This course is run in our Adelaide office, but broadcast live on Google+ Facebook Live and our own live streaming platform.

All students get full access to the course, the trainer during and after the course, as well as the elearning site for 12 months.

Industry Association Recognition

Project Management Institute (PMI)®

  • Contact Hours: 28 hours
  • Professional Development Units (PDUs): 28 PDUs

Australian Institute of Project Management (AIPM)

  • Continual Professional Development (CPD) points: 10 points

It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you’ve learned, to be well prepared for the exam.

 

Examination

The Service Operation exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.

 

Course Materials:

Participants receive a copy of the classroom presentation material in the Participant Handbook (eBook or printed).

Technical Requirements:

For elearning/online live streamed:

  • Internet is required only for downloading the eBook. The eBooks can be read offline.
  • Available on: Desktop, Laptop, Tablet, SmartPhone, eReader.

Date

13/ 11/ 18 - 16/ 11/ 18
Expired!

Time

9:00 am - 5:00 pm

Cost (Ex GST)

$1800

Labels

ITIL

Location

Online Live (Streamed live)
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