Course Outline

Practicing Service Operation

• Introduction of Service Operation
• Objective of Service Operation
• In Service Lifecycle context of Service Operation
• Business value of Service Operation
• Fundamentals of Service Operation

Principles of Service Operation

• Maintain balancing
• Good services
• Involvement of operations staff in other stages of service lifecycle
• Operational health
• Documentation
• Communication
• Input and output of Service Operation

Event Management

• Process of Event Management
• Objectives
• Scope
• Basic concepts
• Terminologies
• Policies and Principles
• Methods included in the processes
• CSFs and KPIs
• Risk and Challenges

Incident Management Process

• Objectives
• Scope
• Business value
• Basic concepts
• Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges

Problem Management Process

• Objectives
• Scope
• Basic concepts
• Terminologies
• Policies
• Principles
• Methods
• Techniques
• CSFs and KPIs
• Risks and Challenges

Requirement Fulfillment Process

• Basic concepts
• Terminologies
• Policies and Principles
• Methods
• Techniques
• CSFs and KPIs
• Risks and Challenges

Access Management Process

• Basic concepts
• Terminologies
• Policies and Principles
• Methods
• Techniques
• CSFs and KPIs
• Risks and Challenges

Service Operation Activities

• Control and Monitor
• IT Operations
• Management
• Support for Server and Mainframe
• Managing Network
• Storage and Archive
• Database Administration
• Directory Services Management
• Desktop Support
• Mobile Device Support
• Middleware and Internet Management
• Facilities Management
• Data Center Management
• Enhancement of Operational Activities

Service Desk Function

• Structure of organisation
• Roles and Objectives
• Outsourcing the Service Desk
• Supporting the Service Desk

Functions of Technical Management

• Define Technical Management
• Role and Objectives
• Connection between Technical Design and Technical Management and Supporting
• Measurement of Technical Management
• Managing Documentation
• Roles supporting Technical Management

IT Operations Management Function

• Role and Objectives
• Measure IT Operational Management
• Management of Documentation of IT operations
• Supporting roles for IT Operations Management

Applications Management Function

• Role and Objectives
• Application Management Principles
• Lifecycle and Measuring of Application Management
• Documentation for managing Applications
• Roles supporting Applications Management

Service Operation Organisational Structure

• Approaches for organising functions
• Benefits and limitations of each organisational approach

Technology and Implementation Considerations

• Generic Technology Considerations
• Technologies for managing Event and Incident
• Technologies for managing Problem
• Technologies for fulfilling Request
• Access Management Technologies
• Service Desk Technologies
• Change Management in Service Operation
• Service Operation and Project Management
• Assess, Manage and Control Risk in Service Operation
• Involvement of Operational Staff in Service Design and Service Transition
• Planning and Implementing Service Management Technologies
• Challenges of Service Operation
• CSFs of Service Operation
• Risks of Service Operation