ITIL® Service Lifecycle: Service Operation (2722G)
In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. For more information on class schedules, please contact us at enquiry@trainocate.com.
難易度: 入門
課程總時數： 32 小時
課堂數： 4
開課日期： 2018-02-06
星期幾： 二 , 三 , 四 , 五
NTD 2,645

授課對象

IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

您將會學到什麼

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam.

課程說明

Service Operation Practices
Service Operation Principles
Event Management Process
Incident Management Process
Problem Management Process
Request Fulfillment Process
Access Management Process
Common Service Operation Activities
Service Desk Function
Technical Management Function
IT Operations Management Function
Applications Management Function
Service Operation Organizational Structures
Technology and Implementation Considerations

解決的問題

  • Importance of service management as a practice concept and service operation principals, purpose, and objectives
  • How all processes in ITIL service operation interact with other service lifecycle processes
  • Sub-processes, activities, methods, and functions used in each of the ITIL service operation processes
  • Roles and responsibilities within ITIL service operation and the activities and functions to achieve operational excellence
  • How to measure ITIL service operation
  • Technology and implementation considerations surrounding ITIL service operation
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service operation

先修知識

  • ITIL Foundation Certification (v3 or newer) required
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Operation (2011 Edition, ISBN 9780113313075) and complete at least 21 hours of personal study