Introduction: Service Operation Practice
- Define Service Operation
- Context of Service Operation in service lifecycle
- Fundamentals and business value of service operations
Service Operations Principles
- Maintaining in-service balancing activity
- Service Operation: Input and Output
- Operational health
- Documentation and Communication
Introduction: Event Management
- Define Event Management Process
- Objectives and Scope
- Key Concepts and Terminologies
- Policies and Principles
- Methods and Principles included in the processes
- CSFs and KPIs
- Risk and Challenges
Introduction: Incident Management Process
- Define Incident Management
- Objective and Scope
- Business value
- Key Concepts and Terminologies
- Policies and Principles
- Methods and techniques
- CSFs and KPIs
- Risks and Challenges
Introduction: Problem Management Process
- Define Problem Management
- Objective and scope
- Key Concepts and Terminologies
- Policies and Principles
- Methods and techniques
- CSFs and KPIs
- Risks and Challenges
Introduction: Requirement Fulfilment Process
- Define Requirement Fulfilment Process
- Key concepts and Terminologies
- Policies and Principles
- Methods and techniques
- CSFs and KPIs
- Risks and Challenges
Introduction: Access Management Process
- Define Access Management
- Key Concepts and Terminologies
- Policies and Principles
- Methods and techniques
- CSFs and KPIs
- Risks and Challenges
Introduction: Service Operation Activities
- Define Service Operation Activities
- Control and Monitor
- IT Operations
- Management and Support of Server and Mainframe
- Managing Network
- Storage and Archive
- Database Administration
- Directory Services Management
- Desktop and Mobile Device Support
- Middleware and Internet Management
- Facilities and Data Center Management
- Enhancement of Operational Activities
Introduction: Service Desk Function
- Define Service Desk Function
- Organisational Structure
- Roles and Objectives
- Outsourcing the Service Desk
- Supporting the Service Desk
Introduction: Technical Management Function
- Overview Technical Management
- Roles and Objectives
- Measure Technical Management
- Management Documentation
- Roles supporting Technical Management
IT Operations Management Function
- Define IT Operations Management
- Roles and Objectives
- Measure IT Operational Management
- Management of Documentation of IT operations
- Supporting roles for IT Operations Management
Applications Management Function
- Define Applications Management Function
- Roles and Objectives
- Application Management Principles
- Lifecycle of Application Management
- Measuring 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 Concerns
- Generic Technology Considerations
- Technologies for managing Event
- Incident Management Technologies s
- Technologies for managing Problem and fulfilling request
- Techniques for Service Desk and Access Management
- Change Management in Service Operation
- Planning and Implementing Service Management Technologies
- Challenges of Service Operation
- Service Operation and Project Management
- Assess, Manage and Control Risk
- CSFs of Service Operation
- Risks of Service Operation
