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ITIL® Intermediate Service Operation Certification Training Hyderabad

March 15, 2014 @ 9:00 am - March 16, 2014 @ 5:00 pm

ITIL® Intermediate Service Operation (SO) Certification Training Hyderabad- March 15-16, 2014

ITIL® Intermediate Service Operation Certification Training in Hyderabad from March 15-16, 2014.

Please e-mail enquiry {at} vinsys {dot} in for more information on our ITIL Intermediate Service Operation Certification Training in Hyderabad.

EXIN and PeopleCert Accredited full-time intensive 2-day ITIL Intermediate Service Operation (SO) Certification Training and Examination conducted by Vinsys IT Services in Hyderabad.

ITIL Intermediate Service Operation 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 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

Advantages

  • EXIN accredited training provider for ITIL Foundation to ITIL Expert training courses
  • Trained and certified more than 10,000+ professionals worldwide in ITIL, ITSM, and IT Governance
  • Our consultants are expert trainers, which makes learning interactive with practical application of concepts
  • Enroll for 3-day ITIL Intermediate Service Operation (SO) Certification training workshop with 2 practice tests
  • Attempt ITIL Intermediate Service Operation (SO) Exam questions before you take the actual ITIL Intermediate Service Operation (SO)  certification exam
  • Course material developed in-house by ITIL subject matter experts
  • ITIL Intermediate Service Operation (SO)  Exam fees included
  • Get ITIL Intermediate Service Operation (SO)  certified in your city

Target Audience:

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to:

• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers
• ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
• Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
• IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
• Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
• Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

Course Content

Learning Unit SO01: 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.

Learning Unit SO02: 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.

Learning Unit SO03: 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.

Learning Unit SO04: 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.

Learning Unit SO05: 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.

Learning Unit SO06: 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.

Learning Unit SO07: 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.

Learning Unit SO08: 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.

Please e-mail enquiry {at} vinsys {dot} in for more information on our ITIL Intermediate Service Operation Certification Training in Hyderabad.

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Please e-mail enquiry {at} vinsys {dot} in to register for our training courses.