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Γενικά για το σεμινάριο:

In order to provide effective and efficient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL service operation best practices. In this course, you learn how to plan, implement and optimize the service operation processes and gain the skills required to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

Το σεμινάριο Απευθύνεται:

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Μεθοδολογία Σχεδιασμού και Υλοποίησης

Πριν την έναρξη του προγράμματος ειδικά ερωτηματολόγια ανάλυσης αναγκών αποστέλλονται σε όλους τους υποψήφιους συμμετέχοντες προκειμένου να γίνει η καταγραφή των εξής στοιχείων:

  • Ακαδημαϊκό Υπόβαθρο
  • Επαγγελματική Εμπειρία στην προηγούμενη καριέρα
  • Τρέχουσα θέση στην Επιχείρηση
  • Προσδοκίες που επιθυμείτε να καλύψει το σεμινάριο
  • Άλλες παρατηρήσεις σχετικά με την υλοποίηση του Σεμιναρίου

Συνοπτικό Πρόγραμμα Σεμιναρίου:

Introduction and Overview
Service operation and the overall ITIL Lifecycle
Principles and objectives
Functions and common activities
How service operation creates business value
Balancing conflicting goals
Internal IT vs. external business view
Stability vs. responsiveness
Quality of service vs. cost of service
Reactive and proactive activities

Core Service Operation Processes
Policies, principles and basic concepts
Purpose and objectives
Value to business
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Challenges and risks
Primary ITIL processes within service operation
Event management: active and passive monitoring
Restoring normal service quickly through incident management
Request fulfillment
Managing problems with root cause analysis
Access management

Common Service Operation Activities
Monitoring and control of IT operations
Detecting the status of services and CIs
Taking appropriate corrective action
Console management/operations bridge: a central coordination point for monitoring and managing services
Management of the infrastructure
Mainframe, server and network management
Storage and database administration
Managing directory services and desktop support
Facilities and datacenter management
Improving operational activities
Operational aspects of processes from other lifecycle phases
Change, configuration and release
Availability
Capacity
Service continuity


Organizing for Service Operation
Mapping service operation functions to activities
Roles and responsibilities
Understanding the organizational context
Service operation structure
Service desk
Technical management
IT operations management
Application management
Key functions of the service desk
Logging incidents and requests
First-line investigation and diagnosis
Managing the lifecycle of incidents and requests
Keeping users informed
Structuring the service desk
Local vs. centralized
The virtual service desk
Follow-the-sun operation


Technology-Related Issues
Technology, tools and expertise requirements
Defining architecture standards
Involvement in the design and build of new services and operational practices
Contributing to service design, service transition and continual service improvement projects
Evaluating change requests
Matching technology to the organizational situation


Implementation Challenges and Risks
Managing change in service operation
Service operation and project management
Assessing and managing risk
Operational staff in design and transition
Planning and implementing service management technologies
Identifying critical success factors (CSFs) and how they contribute to service operation

Διάρκεια:  Τρεις ημέρες (24 ώρες).

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  • 'IT Infrastructure Library® is a registered trade mark of the Cabinet Office’ where referenced
  • '© Crown copyright 2013 Reproduced under license from the Cabinet Office’, for any diagram or table from a Cabinet Office Best Management Practice publication or other source.

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