ITIL Intermediate Service Operation (SO) Certification Training Pune

ITIL Intermediate Service Operation (SO) Certification Training Pune

 

About The Event

Vinsys IT Services is conducting EXIN and PeopleCert Accredited 2-day full-time intensive ITIL Intermediate Service Operation (SO) Certification Exam Training workshop in Pune on May 3-4, 2014.

Expert trainer, practice tests, real-life exam prep questions, interactive sessions that enhance your learning outcomes, engaging learning atmosphere, EXIN and PeopleCert Accreditations. Get ITIL Intermediate SO Certified in Pune.

Book Your Seat Now! or e-mail enquiry {at} vinsys {dot} in for more information on our ITIL Intermediate Service Operation (SO) Certification Exam Training workshop in Pune on May 3-4, 2014.

ITIL Intermediate Service Operation (SO) – Course Description:

This course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

The Service Operation module is one of the ITIL® Service Lifecycle modules, and will be of interest to candidates looking to focus on the use of process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

ITIL Intermediate Service Operation (SO) – Course Objective:

Upon completion of this course and examination, the learner will gain competencies in

1. Understanding Service Management as a Practice and Service Design principles, purpose and objective
2. Understanding how all Service Operation processes interact with other Service Lifecycle processes
3. The sub processes, activities, methods and functions used in each of the Service Operation processes
4. The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
5. How to measure Service Operation performance
6. Understanding technology and implementation requirements in support of Service Operation
7. The challenges, critical success factors and risks related with Service Operation

Syllabus: ITIL Intermediate Service Operation (SO) Certification Exam Training in Pune

1. Introduction to Service Operation:
Full understanding of service operation terms and core concepts.

• The purpose, objectives and scope of service operation
• The value to the business
• The context of service operation in the ITIL service lifecycle
• The fundamental aspects of service operation and the ability to define them.

2. Service Operation Principles:
The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

• How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
• Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
• Service operation inputs and outputs.

3. Service Operation Processes:
The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

• The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.

4. Common Service Operation Activities:
The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

• How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
• How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
• How the operational activities of processes covered in other lifecycle stages contribute to service operation
• How IT operations staff should look for opportunities to improve the operational activities.

5. Organizing for Service Operation:
The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

• The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
• Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.

6. Technology Considerations:
The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

• The generic requirements of technologies that support service management across all lifecycle stages
• The specific technology required to support the service operation processes and functions.

7. Implementation of Service Operation:
The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

• Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
• Planning and implementing service management technologies within a company.

8. Challenges, Critical Success Factors and Risks:
The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

• The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.

Book Your Seat Now! or e-mail enquiry {at} vinsys {dot} in for more information on this ITIL Intermediate Lifecycle Service Operation (SO) Certification Exam Training course in Pune.

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