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ITIL® Intermediate Lifecycle: Service Operations (2011 Edition)
Course Outline
1 – Class Introduction
2 – Service Operation Introduction
3 – Service Operation Principles
4 – Operational Staff Involvement in other Service Lifecycle Stages
5 – Implementing Service Operation
6 – Service Operation Roles and Organizational Structures
7 – Service Operation Technology
8 – Service Operations Functions
Service Desk
Technical Management
Application Management
IT Operations Management
9 – Event Management
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
10 – Incident Management
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
11 – Request Fulfillment
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
12 – Problem Management
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
13 – Access Management
Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks
14 – Service Operation Common Activities
Monitoring and Control
IT Operations
Server and Mainframe Management and Support