TOPICS

Course Outline
1. Service Operation Practices
Purpose and Objectives of Service Operation
Scope of Service Operation
Context of Service Operation in the Service Lifecycle
Business Value of Service Operation
Fundamentals
2. Service Operation Principles
Achieving Balance in Service Operation
Providing Good Service
Operations Staff Involvement in Other Lifecycle Stages
Operational Health
Communication
Documentation
Service Operation Inputs and Outputs
3. Event Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
4. Incident Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
5. Problem Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs and Outputs
CSFs and KPIs
Challenges and Risks
6. Request Fulfillment Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
7. Access Management Process
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Process Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
CSFs and KPIs
Challenges and Risks
8. Common Service Operation Activities
Monitoring and Control
IT Operations
Server and Mainframe Management and Support
Network Management
Storage and Archive
Database Administration
Directory Services Management
Desktop and Mobile Device Support
Middleware Management
Internet/Web Management
Facilities and Data Center Management
Operational Activities of Processes in Other Lifecycle Stages
Improvement of Operational Activities
9. Service Desk Function
Role, Objectives, and Organizational Structures
Service Desk Staffing and Environmental Considerations
Key Considerations for Outsourcing the Service Desk
Key Roles Supporting the Service Desk
10. Technical Management Function
Role, Objectives, and Activities
Relationship Between Technical Design and Technical Maintenance and Support
Metrics to Measure Technical Management
Key Technical Management Documentation
Roles Supporting Technical Management
11. IT Operations Management Function
Role, Objectives, and Activities
Metrics to Measure IT Operations Management
Key IT Operations Management Documentation
Roles Support IT Operations Management
12. Applications Management Function
Role, Objectives, and Activities
Principles of Application Management
Application Management Lifecycle
Metrics to Measure Applications Management
Key Applications Management Documentation
Roles Supporting Applications Management
13. Service Operation Organizational Structures
Different Approaches to Organizing Functions
Advantages and Disadvantages of Each Organizational Approach
14. Technology and Implementation Considerations
Generic Technology Considerations
Event Management Technologies
Incident Management Technologies
Problem Management Technologies
Request Fulfillment Technologies
Access Management Technologies
Service Desk Technologies
Managing Change in Service Operation
Service Operation and Project Management
Assessing and Managing Risk in Service Operation
Operational Staff Involvement in Service Design and Service Transition
Planning and Implementing Service Management Technologies
Challenges of Service Operation
CSFs of Service Operation
Risks of Service Operation.

  • PRIVATE
  • 10 Days
  • 0 Units
  • 0 Hrs

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WOOCS 1.1.8
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