Introduction and Overview
Service operation and the overall ITIL Lifecycle
Principles and objectives
Functions and common activities
How service operation creates business value
Balancing conflicting goals
Internal IT vs. external business view
Stability vs. responsiveness
Quality of service vs. cost of service
Reactive and proactive activities
Core Service Operation Processes
Policies, principles and basic concepts
Purpose and objectives
Value to business
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Challenges and risks
Primary ITIL processes within service operation
Event management: active and passive monitoring
Restoring normal service quickly through incident management
Request fulfillment
Managing problems with root cause analysis
Access management
Common Service Operation Activities
Monitoring and control of IT operations
Detecting the status of services and CIs
Taking appropriate corrective action
Console management/operations bridge: a central coordination point for monitoring and managing services
Management of the infrastructure
Mainframe, server and network management
Storage and database administration
Managing directory services and desktop support
Facilities and datacenter management
Improving operational activities
Operational aspects of processes from other lifecycle phases
Change, configuration and release
Availability
Capacity
Service continuity
Organizing for Service Operation
Mapping service operation functions to activities
Roles and responsibilities
Understanding the organizational context
Service operation structure
Service desk
Technical management
IT operations management
Application management
Key functions of the service desk
Logging incidents and requests
First-line investigation and diagnosis
Managing the lifecycle of incidents and requests
Keeping users informed
Structuring the service desk
Local vs. centralized
The virtual service desk
Follow-the-sun operation
Technology-Related Issues
Technology, tools and expertise requirements
Defining architecture standards
Involvement in the design and build of new services and operational practices
Contributing to service design, service transition and continual service improvement projects
Evaluating change requests
Matching technology to the organizational situation
Implementation Challenges and Risks
Managing change in service operation
Service operation and project management
Assessing and managing risk
Operational staff in design and transition
Planning and implementing service management technologies
Identifying critical success factors (CSFs) and how they contribute to service operation
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