De 5 kurserna inom Service Lifecycle vänder sig till deltagare som behöver kunskaper om praxis och tillämpning inom ITIL Service Lifecycle. Primärt fokus är livscykeln, tillämpning av processer, funktioner, roller och aktiviteter samt ledningsförmågor som krävs för att leverera Service Management med hög kvalitet i en organisation.
Service Operation
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Beskrivning
Service Operation
De 5 kurserna inom Service Lifecycle vänder sig till deltagare som behöver kunskaper om praxis och tillämpning inom ITIL Service Lifecycle. Primärt fokus är livscykeln, tillämpning av processer, funktioner, roller och aktiviteter samt ledningsförmågor som krävs för att leverera Service Management med hög kvalitet i en organisation.
| Längd | 3 dagar |
| Målgrupp | Denna 3-dagars kurs vänder sig till IT-proffs som behöver en bra förståelse för processer, funktioner och aktiviteter relaterade till Service Operation inom Service Lifecycle. |
| Certifiering | Denna kurs är certifieringsgrundande. Dag 3 har du möjlighet att skriva certifieringsprovet som leder till en certifiering i Service Operation. Provet är på 120 minuter. |
| Förkunskaper | Certifiering i ITIL Foundation samt praktiska erfarenheter från IT-verksamhet eller Service Management. |
Du lär dig
Detaljerad förståelse om processer, funktioner och aktiviteter relaterade till Service Operation inom Service Lifecycle.
- 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.
Kursinnehåll
Introduction to service operation
- The fundamental aspects of service operation and the ability to define them.
Service operation principles
- The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of service at agreed levels.
- Service operation inputs and outputs the relationship with other lifecycle phases
Service operation processes
- Service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
Common service operation activities
- 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
- How IT operations staff should look for opportunities to improve the operational activities.
Organizing for service operation
- The role, objectives, responsibilities and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
Technology considerations
- 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.
Implementation of service operation
- 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
- The challenges (e.g. engagement with staff outside service operation, justifying funding)
- The critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.
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Ytterligare information
| Stad | Stockholm |
|---|---|
| Kursarrangör | Aim 4 Knowledge |