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Formation ITIL® LifeCycle : Service Operation
E-learning

Stage pratique
100% à distance
Durée : 32 heures
Réf : YTN
Prix  2019 : 875 € H.T.
  • Programme
  • Participants / Prérequis
Programme

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The primary focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle. 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 in the workplace. The Service Operation Certificate is a free-standing qualification but is also part of the ITIL® intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management (ITSM). The purpose of this module, exam and certificate is, to impart, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL® Service Operation publication.

Learning objectives

  • 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.

Exam

Exam Format: Multiple choice, scenariobased, gradient scored questions. Number of Questions: 8. Pass Score: 28/40 or 70%. Exam Delivery: Online or paper based. Exam Duration: 90 minutes. Open/Closed Book: Closed Book

Educational approach

This fully AXELOS accredited, self-managed eLearning course, will provide you with all relevant knowledge to pass your Service Transition exam and gain your certification. We do however advise to add time with a “Live” instructor or coach to enhance the learning and acquire deeper insight into the material taught in this course. During the access purchased through the license, this ITIL® Intermediate eLearning Program offers you: UNLIMITED access to online material, including: - iPad/iPhone compatible, instructor-led presentations, watchable at your convenience - Study book and quiz questions - Exercises & sample exams, designed to reinforce knowledge and prepare you for the exam

Certification

ITIL® Service Operation
PROGRAM

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
  • The value to the business
  • The ITIL® Certification scheme
  • The exam format

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

PROCESSES

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

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

ORGANIZING SERVICE OPERATION

  • Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Roles and Responsibilities
  • Organizational Structures

TECHNOLOGY CONSIDERATIONS

  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk

IMPLEMENTATION AND 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

CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges for Service Operation Managers
  • Critical Success Factors
  • Risks

EXAM PREPARATION

  • Sample Exams
  • Feedback
  • Recap
Participants / Prérequis

» Participants

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 activitie and their application

» Prérequis

An ITIL® Foundation certificate is required and preferably two years work experience in an IT Service Management environment.
Intra / sur-mesure

Demande de devis intra-entreprise
(réponse sous 48h)

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