Curso ITIL® Intermediate Service Operation 2011 Edition Online / Distancia en New Horizons Madrid

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This course is recommended for CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

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El curso es impartido en español. Leer más


The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as providing valuable knowledge that can be implemented.


Course Objectives:

This qualification provides a complete management-level overview of Service Operation including all its related activities. Candidates can expect to gain competencies in the following:
Introduction to Service Operation
Service Operation principles
Service Operation processes
Common Service Operation activities
Organizing for Service Operation: functions
Technology considerations
Implementation of Service Operation
Challenges, critical success factors and risks.
In addition, the training for this certification includes examination preparation, and a mock examination.


Related Certifications:

- ITIL Intermediate Life Cycle
- ITIL Intermediate Service Operation


Related Exams:

- ITIL Service OperationLeer menos

Course Outline

1 - Course Introduction
Introduction to Service Operation
Purpose and objectives
Scope of Service Operation
Context within the Service Lifecycle
Short summary of the lifecycle phases
Service Operation Fundamentals
The Processes within Service Operation
The functions within Service Operation Leer más
The value to the business
The ITIL® Certification scheme
The exam format

2 - Principles
Organizational issues including: Functions, Groups, Teams, Departments, Divisions and Roles
Achieving balance; stability versus responsiveness, internal versus external view, etc.
Providing Service
Involvement in Service Strategy, Design, Transition and CSI
Operational Health
Communication
Documentation
Inputs and outputs to the other lifecycle phases

3 - Processes
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management

4 - Activities
Monitoring and Control
IT Operations
Mainframe Management
Server Management
Network Management
Storage and Archive
Database Management
Directory Services Management
Desktop Support
Middleware Management
Internet/Web Management
Facilities and Data Center Management
IT Security Management in relation to Service Operation
Improvement activities
Operational Activities of processes covered in other lifecycle stages

5 - Organizing Service Operation
Functions:
Service Desk,
Technical Management,
IT Operations Management.
Application Management
Roles and Responsibilities
Organizational Structures

6 - Technology Considerations
Generic Requirements
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Service Desk

7 - Implementation & Improvement
Managing Change in Service Operations
Service Operation and Project Management
Assessing and Managing Risk in Service Operations
Operational Staff in Design and Transition
Planning and Implementing Service Management Technologies

8 - Challenges, Critical Success Factors, and Risks
Challenges for Service Operation Managers
Critical Success Factors
Risks

9 - Note
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The ITIL Accredited Training Organization logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

El temario del curso puede variar en función del centro. Póngase en contacto con nuestro departamento comercial para obtener más información.Leer menos