itil lifecycle: service operation - the itsm hub® lifecycle: service operation official itil...

Visit www.theitsmhub.com.au email pinkelephant@theitsmhub.com.au or call 1300 424 025 for more information.

© Pink Elephant Inc., 2012. .

ITIL® Lifecycle: Service Operation Official ITIL Lifecycle Certification

Course Overview This comprehensive four-day official ITIL lifecycle certification course will provide you with critical knowledge and practical guidance on the service delivery and support phase within ITIL’s service lifecycle model, viewed as the “factory” of IT. Service Operation staff should have in place processes and support tools that provide an end-to-end view of Service Operation and delivery, rather than separate components such as hardware, software applications and networks. This overall view facilitates the detection of any threats or failures to service quality, and must be extended to encompass external aspects of service provision, including, where necessary, shared or interfacing processes and tools.

What You Will Learn

Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:

o Incident Management o Problem Management o Request Fulfillment o Event Management o Access Management

Facilities and Datacenter Management

Interaction of Service Operation processes with other Service Lifecycle processes

Mapping of Service Operation functions to roles, responsibilities and activities

Technology and implementation considerations for Service Operation

Review of core Service Operation activities, including:

o Monitoring and Control o Mainframe Management o Server Management and

Support o Network Management o Database Management o Desktop Support o Internet/Web Management

Take-Aways

Improve your organization’s business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment

Establish enterprise IT operations and monitoring practices to assure successful IT service delivery

Stabilize steady state and lights on practices by integrating events to Incident and Problem Management

Stop Service Desk horror stories by implementing end-to-end ownership of Incidents

Assure that the promise of the implemented services are meeting the needs of the customers

Move from reactive operations to proactive management by assuring support processes adhere to defined policies

Understand how the traditional functions of IT Management play multiple critical roles across various IT processes

Assure the type and amount of application and technical resources are available when needed

Visit www.theitsmhub.com.au email pinkelephant@theitsmhub.com.au or call 1300 424 025 for more information.

© Pink Elephant Inc., 2012. .

Course & Instructor Accreditation Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN), the Information Systems Examination Board (ISEB), Loyalist Certification Services (LCS), and PEOPLECERT Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organisations worldwide.

Who Should Attend & Prerequisites CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in day-to-day IT operations. Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

Exam, Certifications & Awards

This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Operation. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate

You will attain 3 ITIL credits

You will attain 25 professional development units (PDUs) for Project Managers

You will attain 2.5 Continuing Education Units

You will attain 30 Continuing Professional Education credits

Class Size Maximum class size is 18 students per instructor. Important note: Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 12 hours of personal study by reviewing the Service Operation syllabus and the publication in preparation for the examination. The Service Operation publication is included in the course fee. Participants will receive the book along with your course manual on the first day of class. Fee Classroom: AUD $2995.00 or Instructor-led Online: AUD $2495.00 Fees include GST. You can substitute an attendee at any time. Pink Elephant must receive a cancellation in writing (pinkelephant@theitsmhub.com.au) no later than 15 business days prior to the start date. You will receive a refund minus an administration fee of $250. All course credits are valid for six months from cancellation date. We regret we cannot provide credit or refunds unless we receive notification that you can’t attend.

Visit www.theitsmhub.com.au email pinkelephant@theitsmhub.com.au or call 1300 424 025 for more information.

© Pink Elephant Inc., 2012. .

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