ITIL® Service Operation (ITILSO) – Outline

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