ITIL® v3 Intermediate Qualification: Service Operation

• 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
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

Operational activities of other ITIL processes

• Change, Configuration and Release Management
• Capacity and Availability 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 management
• Managing directory services and desktop support
• Facilities and datacenter management
• Managing IT security in service operations
• 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 operations
• 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

• Pre-course reading required
• Approximately 1 hour of home study each evening
• Course fee includes the ITIL Intermediate Qualification: Service Operation Certification Exam
• The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day