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
