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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

15 – Operational Activities of processes Covered in Other Lifecycle Phases

16 – Additional Sources of Information

17 – Living the Lifecycle Assignments

18 – Study and Exam Taking Tips

19 – Course Syllabus

20 – Key Concepts Review

21 – Study Aids

22 – Study Aids Answer Key

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