ITIL® Service Lifecycle Service Operation

Introduction to Service Operation Practice

• Define Service Operation

• Scope and objective of Service Operation

• Service Operation Context in service lifecycle

• Fundamental and business value of service operations

Principles of Service Operations

• Maintain balance in service operation

• Good services

• Operations staff involvement in another stage of lifecycle

• Operational health

• Documentation

• Communication and its type

• Input and Output of Service Operation 

Introduction to Event Management

• Define Event Management Process

• Objectives and Scope

• Key Concepts and Terminologies

• Policies and Principles

• Methods and Principles included in the processes

• CSFs and KPIs

• Risk and Challenges

Introduction to Incident Management Process

• Define Incident Management Process

• Objective and Scope

• Business value

• Key Concepts and Terminologies

• Policies and Principles

• Methods and techniques

• CSFs and KPIs

• Risks and Challenges 

Introduction to Problem Management Process

• Define Problem Management Process

• Objective and scope

• Key Concepts and Terminologies

• Policies and Principles

• Methods and techniques

• CSFs and KPIs

• Risks and Challenges

Introduction to Requirement Fulfillment Process

• Define Requirement Fulfilment Process

• Key concepts and Terminologies

• Policies and Principles

• Methods and techniques

• CSFs and KPIs

• Risks and Challenges 

Introduction to Access Management Process

• Key concepts and Terminologies

• Policies and Principles

• Methods and techniques

• CSFs and KPIs

• Risks and Challenges

Introduction to Service Operation Activities

• Controlling and monitoring a service

• IT Operations

• Management and Support of Server and Mainframe

• Directory Services Management

• Desktop and Mobile Device Support

• Middleware and Internet Management

• Manage Network

• Storage and Archive

• Database Administration

• Facilities and Data Center Management

• Enhancement of Operational Activities 

Service Desk Function

• Effective Organisational Structure

• Roles and Objectives

• Outsourcing the Service Desk

• Supporting the Service desk

Technical Management Function

• Scope

• Roles and Objectives

• Relationship between Technical Design and Technical Management and Supporting

• Measure Technical Management

• Management Documentation

• Roles supporting Technical Management

IT Operations Management Function

• Roles and Objectives

• Purposes

• Measure IT Operational Management

• Management of Documentation of IT operations

• Supporting roles for IT Operations Management

Applications Management Function

• Roles and Objectives

• Application Management Principles

• Lifecycle of Application Management

• Measuring Application Management

• Documentation for managing Applications

• Roles supporting Applications Management 

Service Operation Organisational Structure

• Approaches for organising functions

• Benefits and Limitations of each organisational approach

Technology and Implementation Considerations

• Generic Technology Considerations

• Technologies for managing Event

• Technologies for managing Incident

• Technologies for managing Problem

• Technologies for fulfilling Request 

• Change Management in Service Operation

• Service Operation and Project Management

• Assess, Manage and Control Risk in Service Operation

• Involvement of Operational Staff in Service Design and Service Transition

• Planning and Implementing Service Management Technologies

• Access Management Technologies

• Service Desk Technologies

• Challenges of Service Operation

• CSFs of Service Operation

Risks of Service Operation

• Discover the principle, purpose, scope and objectives of service operations within the organisation

• Identify the participation of staff in service operation with another stage of the service lifecycle

• Get to know about the structure and organisation of service operations functions.

• Determine the various risks and challenges involved in the activities or functions of Service Operations