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Itil Intermediate So-online-training

Itil Intermediate So online training course content

Introduction & Overview
  • Service operation & the overall ITIL lifecycle
  • Principles & objectives
  • Functions & common activities
  • Balancing conflicting goals
  • Quality of service
  • Reactive & proactive activities
Core Service Operation Processes
  • Policies, principles & basic concepts
  • Value to business
  • Process activities, methods & techniques
  • Triggers, inputs, outputs & interfaces
  • Challenges & risks
  • Primary ITIL processes within service operation
Common Service Operation Activities
  • Monitoring and control of IT operations
  • Detecting the status of services & CIs
  • Taking appropriate corrective action
  • Management  the infrastructure
  • Mainframe, server & network management
  • Storage & database administration
  • Managing directory services & desktop support
  • Facilities & data center management
  • Improving operational activities
  • Operational aspects from other lifecycle phases
Organizing for the Service Operation
  • Mapping functions
  • Roles & responsibilities
  • Understanding the organizational context
  • Service operation structure
  • Technical & Application   management
  • Structuring service desk
  • Technology based  Issues
  • Implementation the Challenges & Risks