ITIL Intermediate – Service Operation

Introduction to ITIL Intermediate

This section focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. The Service Operation module also focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle.

Introduction to Service Operation

This section introduce the ITIL Service Operation lifecycle. The goal in service operation is to deliver value through the daily business by providing consistent value through carrying out and coordinating services, managing services and optimizes services during regular business.

ITIL Foundatition Refresher

This section covers the foundation refresher. It reviews the key aspects of ITIL foundation by describing the 5 core volume service lifecycles: service strategy, service design, service transition, service operation, and continual service improvement. It also defines what ITIL means by a Service and Service Management.

Principles of Service Operation

This section continues in Service Operation Principles. It emphasized on every part of the IT Service Operations needs to think of balance. It explains that in the communication process relevancy to be maintained which is meaningful to the customer.

Event Management

This section covers the first process of service operation: Event Management. It reviews different alerts that help in Event Management: Informational, Warning, and Exceptions. It talks about the activities to be considered when dealing with event management and the different outcomes of each of these different activities.

Incidents vs Problems

This section take a look at distinguishing an incident vs a problem. It clarifies the differences with illustrations and explains that one doesn’t turn into the other. (i.e. an incident turns into a problem).

Incident Management

This section takes a look at theincident management process. It emphasizes the goal in two fold: restore normal service operations and deliver value to the organization. It explains how to manage incidents so that they minimize the adverse effects and agree to SLA and restoration of services in a timely fashion.

Incident Management Process Flow

This section takes a look at the incident management process flow. It walks through the process flow to help to figure out what they are facing is an incident or request fulfillment. It explains that once an incident is discovered and logged, it is also prioritized based on urgency and impact.

Incident Management Metrics

This section discusses the Incident Management Metrics. It helps to understand how to achieve the SLA by using metrics like CSF and KPIs .

Problem Management Objectives

This section discusses Problem Management Principles. It helps to prevent incidents from occurring, finds the root cause of incidents using proactive and reactive techniques that are available to our organization.

Problem Management Process Flow

This section discusses problem management process flow chart. It shows an effective and efficient way of problem management. It explains that the problems are identified, logged, categorized and prioritize to investigate and diagnosis. It also explains that it may also need a workaround, changes or resolution and closure.

Problem Management Metrics

This section discusses problem management. It show different metrics and relationships that must be considered in problem management. It also discusses the inter-process relationship between configuration, capacity, availability and knowledge management and problem management effectiveness and efficiency. It also talks about the challenges and risks associated with the problem management process.

Request Fulfillment

This section talks about request fulfillment. It provides a consistent and standardized service through the policies that are in place to guide how a company manages this request fulfillment.

Request Fulfillment Process Flow

This section discusses Request Fulfillment Process Flow. It emphasizes the ideal of the framework as being the important part of the process flow rather than the individual components. The goal is to make a process flow that meet the organizational needs and provides a better value.

Request Fulfillment Metrics

This section covers the request fulfillment process by discussing the inter-process relationships and metrics of request fulfillment process. It discusses the some of the considerations when attempting to create CSFs and determine the KPIs . It emphasizes the importance of the configuration management process to provide the single source of reliable and accurate information.

Access Management Principles and Process Flow

This section introduces process Access Management. It describes the principles and shows the process flow for access management. It also describes the metrics to be used to help to keep the process providing value to the organization.

Monitoring and Control

This section dives into Monitoring and Control. It explains as a common service operation activity. It discusses monitoring and controls loops: open system and closed system. The purpose is to provide activities that help to efficiently and effectively meet SLA targets.

Common Service Operation Activities

This section takes a look at the several Common Service Operation Activities. The services discussed include:IT Operations, Server and Mainframe Management Support, Network Management, Storage and Archive, Database Administration, Directory Services Management, desktop and mobile device support and middleware management.

Service Desk

This section discusses the functional area of Service Desk.The service desk personnel must be properly staffed and properly trained. It looks at several examples of service desk and discusses the pros and cons of each.

Technical Management

This section discusses the technical management role. It defines the purpose of technical management within the infrastructure is to maintain a stable infrastructure and reviews some of the many activities that go into managing infrastructure too.

Operations Management

This section dives into operation management. It reminds that the key goal in all service operation is in delivering value to the business. This cannot be achieved if the business cannot operate at the “status quo” or if it not responsive to the continual changing business environment.

Application Management

This section discusses Application Management. It shows the importance of application management is to provide both utility and warranty. It also explains its goals, its support for applications and the ability to address and support incidents that may arise.

Organizational Structures

This section reviews the organization structures. It explains geography, scale, culture and business environment must be considered when implementing organizational management. It covers the possibility of working toward a hybrid approach in which core services can be shared without duplication of services.

Technology Considerations

This section takes a look at using tools and technology to facilitate all the relevant service operations process. It describes the goal is to have all the tools and technology that supports the core functionality so the SLA targets can be met through the process capability.

Implementation and Challenges

This section discusses the implementation and challenges to service operations. It also discusses the different challenges and risks that come with implementation.

Exam Review Introduction

This section covers some of the different techniques and details for ITIL intermediate exam. It reviews the details on scoring of the exam.

Exam Review

The Service Operation intermediate module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform.