Syllabus of ITIL Intermediate SO Certification Training
Module 1: Introduction to Service Operation
- The purpose, objectives and scope of service operation
- The value to the business
- The context of service operation in the ITIL® Service lifecycle The fundamental aspects of service operation and the ability to define them
Module 2: Service Operation Principles
- The basic conflict between maintaining the status quo and adapting to changes in business needs
- Understanding operational health
- Need for good documentation
- Need for good communication including communication strategy
- Service Operations input and output
Module 3: Service Operation Processes
- The main processes of Service Operation will be extensively covered, highlighting their operational and interactions between these processes.
- Service Operations include 4 main processes which are Event Management, Incident Management, Request Fulfillment and, Access Management.
Module 4: Common Service Operation Activities:
- Common activities of Service Operation are coordinated for the ongoing management of the technology.
- Monitoring, Reporting and Control contributes to ongoing management of the services and the technology.
- How the operational activities of processes covered in other lifecycle stages contribute to service operation.
- How IT operations staff should look for opportunities to improve the operational activities.
Module 5: Organizing for Service Operation
- Role, objectives and activities of each of the four functions of service operation: ( Service Desk, Technical Management Function, IT Operations Management, Application Management ).
- Service operation roles, responsibilities and structure.
Module 6: Technology Considerations:
- The generic requirement of Technology that support service management.
- The specific technology required to support the service operations process and functions.
Module 7: Implementation of Service Operation:
- The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO
Module 8: Technology and implementation considerations
- Specific issues relevant to implementing service operation including
- Managing Change in Service Operation
- Assessing and Managing Risk
- Operations Staff involvement in Service Design and Service Transition
- Planning and implementing service management technologies within a company
Module 9: Challenges, critical success factors and risks
- The challenges, CSFs and Risk related to Service Operations
