ITIL Service Lifecycle: Service Operation Eğitimi

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ITIL® Service Lifecycle: Service Operation

ITIL, BT servislerini eksiksiz ve en iyi kalitede yönetmek üzere geliştirilmiş bir servis yönetim metodolojisidir. ITIL’ın beş çekirdek disiplininden biri olan bu eğitimde, hizmet ömrü boyunca hizmet işlemleri aşamasıyla ilgili genel kavramları, süreçleri, ilkeleri ve yöntemleri anlayacaksınız. Hizmet operasyonunun amacı, ilkeleri, süreçleri, faaliyetleri, işlevleri, teknolojiyi etkinleştiren ve uygulama hususlarına odaklanacaksınız.

 

Neler Öğreneceksiniz

  • Hizmet Operasyonları Süreçlerinin, Rollerin, Sorumlulukların, Zorlukların, Başarı Faktörlerinin ve Risklerin Gözden Geçirilmesi
  • Temel Hizmet Operasyonlarının Gözden Geçirilmesi
  • Hizmet Operasyonları Süreçlerinin diğer Hizmet Yaşam Döngüsü Süreçleri ile Etkileşimi
  • Hizmet Operasyonları için Rollerin, Sorumlulukların ve Görevlerin Belirlenmesi
  • Hizmet Operasyonları için Teknoloji ve Uygulama Tercihleri

 

Kimler Katılmalı

  • ITIL en doğru uygulamaları hakkında daha fazla bilgiye ihtiyaç duyan IT operasyonları teknik ya da yönetim personeli
  • IT dahilindeki ya da IT ile bağlantılı olan ITIL süreçlerini yönetme uygulama veya danışma ile sorumlu herkes

 

Eğitim İçeriği

1. Service Operation Practices

  • Purpose and Objectives of Service Operation
  • Scope of Service Operation
  • Context of Service Operation in the Service Lifecycle
  • Business Value of Service Operation
  • Fundamentals

2. Service Operation Principles

  • Achieving Balance in Service Operation
  • Providing Good Service
  • Operations Staff Involvement in Other Lifecycle Stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation Inputs and Outputs

3. Event Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

4. Incident Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

5. Problem Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs and Outputs
  • CSFs and KPIs
  • Challenges and Risks

6. Request Fulfillment Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

7. Access Management Process

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks

8. Common Service Operation Activities

  • Monitoring and Control
  • IT Operations
  • Server and Mainframe Management and Support
  • Network Management
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • Operational Activities of Processes in Other Lifecycle Stages
  • Improvement of Operational Activities

9. Service Desk Function

  • Role, Objectives, and Organizational Structures
  • Service Desk Staffing and Environmental Considerations
  • Key Considerations for Outsourcing the Service Desk
  • Key Roles Supporting the Service Desk

10. Technical Management Function

  • Role, Objectives, and Activities
  • Relationship Between Technical Design and Technical Maintenance and Support
  • Metrics to Measure Technical Management
  • Key Technical Management Documentation
  • Roles Supporting Technical Management

11. IT Operations Management Function

  • Role, Objectives, and Activities
  • Metrics to Measure IT Operations Management
  • Key IT Operations Management Documentation
  • Roles Support IT Operations Management

12. Applications Management Function

  • Role, Objectives, and Activities
  • Principles of Application Management
  • Application Management Lifecycle
  • Metrics to Measure Applications Management
  • Key Applications Management Documentation
  • Roles Supporting Applications Management

13. Service Operation Organizational Structures

  • Different Approaches to Organizing Functions
  • Advantages and Disadvantages of Each Organizational Approach

14. Technology and Implementation Considerations

  • Generic Technology Considerations
  • Event Management Technologies
  • Incident Management Technologies
  • Problem Management Technologies
  • Request Fulfillment Technologies
  • Access Management Technologies
  • Service Desk Technologies
  • Managing Change in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff Involvement in Service Design and Service Transition
  • Planning and Implementing Service Management Technologies
  • Challenges of Service Operation
  • CSFs of Service Operation
  • Risks of Service Operation

15. Exam Preparation/Mock Exam



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Eğitim Sağlayıcı ve Kategori

ITIL®  » ITIL® Intermediate Eğitimler
ITIL®  » Service Management & ITIL® Eğitimler