itil-intermediate
ABOUT THE COURSE
This ITIL Intermerdiate course focuses on Service Operations during the service strategy, design, and transition phase. Learn governance, risks, budget, strategic assets, and more.
The Service Operation module is one of the qualifications within the ITIL® Service Lifecycle category of the ITIL® Intermediate level. The SO module focusses on coordination of the activities involved during service strategy design and transition phase. This certification is aimed at the professionals involved in management of Service Operations.
Deliverables
Training
3 case studies
Books
CD's
Participation Certificate
Topics Covered
Introduction to Service Operation
45 min
ITIL And Good Practice In Service Management
55 min
Service Operation Processes
2 hours
Event Management
75 min
Event Management - Value To Business
45 min
Event Management - Triggers, Inputs, Outputs And Interfaces
55 min
Incident Management
2 hours
Incident Management - Purpose And Objectives
60 min
Service Operation Principles
75 min
Achieving Balance In Service Operatione
60 min
Achieving Balance In Service Operation
75 min
Operational Staff Involvement In Service Strategy
45 min
Challenges, Critical Success Factors and Risks
55 min
Request Fulfillment - Technology Considerations
2 hours
Problem Management - Technology Considerations
60 min
Service Desk - Technology Considerations
75 min
Implementation Considerations
2 hours
Implementation Considerations and operations
60 min
Managing Change In Service Operation
60 min
Operational Staff In Service Design And Transition
60 min
Final Review Questions
60 min