Detailed Course Outline
Course Introduction
- Course Learning Objectives
Unit 1: Introduction to Service Operation
- Purpose, Objectives, Scope, Value to the Business
- Context of Service Operation and the Service Lifecycle
- Business Value of the Process
- Service Operation Fundamentals
Unit 2: Service Operation Principles
- Achieving Balance in Service Operation
- Providing Good Service
- Operation Staff Involvement in the service Lifecycle
- Operational Health
- Communication, Documentation, Inputs and Outputs
Unit 3: Service Operation Processes
- Event Management
- Incident Management
- Problem Management
- Purpose and Objectives
- Designing for Event, Incident and Problem Management
- Use of Event Rule Sets and Correlation Engines
- Process Activities
Unit 4: Request Fulfillment
- Process Measurement
- Process Activities, Methods and Techniques
Unit 5: Common Service Operation Activities
- Goal
- Monitoring and Control Services
- IT Operations
- Server and Mainframe Management and Support
- Network Management
- Storage and Archival
- Database Administration
- Directory Services Management
- Desktop and Mobile Device Support
- Middleware Management
- Facilities and Data Center Management
- Operational Activities of Processes Covered in Other Lifecycle Stages
- Change Management
- Service Asset and Configuration Management
- Release and Deployment Management
- Capacity, Demand, Availability, Knowledge Management
- ITSCM
- Service Level Management
- Improvement of Operational Activities
Unit 6: Organizing for Service Operation
- Functions of Service Operation
- Service Desk Function
- Technical Management Function
- IT Operations Management Function
- Application Management Function
- Roles
- Organizational Structures of Service Operation
Unit 7: Technology Considerations
- Generic Technology Requirements
- Evaluation Criteria for Technology and Tools for Process Implementation
Unit 8: Implementation of Service Operation
- Managing Changes in Service Operation
- Service Operation and Project Management
- Assessing and Managing Risks in Service Operation
- Operational Staff in Service Design and Service Transition
- Planning and Implementing Service Management Technologies
Unit 9: Challenges, Critical Success Factors, and Risks
- Challenges
- Risks
- CSFs
Unit 9: Exam Preparation Guide