Service Management

Service Management
ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.
What is Instructor-Led On-Line Training?
The only difference between our conventional courses and Instructor-Led On-Line (ILO) courses is that you do not physically sit in a classroom. Instead you access your “classroom” online, and you can interact with your instructor and classmates with chat, audio and video as you move through the lessons. Everything else remains the same, including the same expert instructor, the same course materials, the same Pink Elephant techniques and strategies.
Each session of the ILO course are taught on a specific day and time. You receive Joining Instructions, a Headset, and the course materials in advance, and to participate on the day of the class, all you need is a broadband Internet connection. This allows you to connect to a virtual classroom where you can interact directly with the instructor and your peers.
Benefits of Instructor-Led On-Line Training
• No travel costs or travel time
• Same content as in the classroom version of the course
• Live instructor with whom you can interact and ask questions using Voice Over IP (VOIP)
• Modest connectivity requirements let you participate from anywhere
• Thin client implementation for easy system preparation
• Some classes may be scheduled after business hours to minimize time away from work

ITIL® is a Registered Trade Mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved

The course

This comprehensive official ITIL lifecycle certification course will provide you with critical knowledge and practical guidance on the service delivery and support phase within ITIL’s service lifecycle model, viewed as the “factory” of IT.
Service Operation staff should have in place processes and support tools that provide an end-to-end view of Service Operation and delivery, rather than separate components such as hardware, software applications and networks. This overall view facilitates the detection of any threats or failures to service quality, and must be extended to encompass external aspects of service provision, including, where necessary, shared or interfacing processes and tools.
What You Will Learn
• Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
o Incident Management
o Problem Management
o Request Fulfillment
o Event Management
o Access Management
• Review of core Service Operation activities, including:
o Monitoring and Control
o Mainframe Management
o Server Management and Support
o Network Management
o Database Management
o Desktop Support
o Internet/Web Management
o Facilities and Datacenter Management
• Interaction of Service Operation processes with other Service Lifecycle processes
• Mapping of Service Operation functions to roles, responsibilities and activities
• Technology and implementation considerations for Service Operation

Target group

The training ITIL® Virtual is designed to provide insight into the basic processes of Service Management, understanding, and is therefore especially suitable for:

CIOs
CTOs
Managers
Supervisory Staff
Team Leaders
Designers
Architects
Planners
IT Consultants
IT Audit Managers
IT Security Managers
Any IT professional involved in day-to-day IT operations

Knowledge Objective

  • Improve your organization’s business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment
  • Establish enterprise IT operations and monitoring practices to assure successful IT service delivery
  • Stabilize steady state and lights on practices by integrating events to Incident and Problem Management
  • Stop Service Desk horror stories by implementing end-to-end ownership of Incidents
  • Assure that the promise of the implemented services are meeting the needs of the customers
  • Move from reactive operations to proactive management by assuring support processes adhere to defined policies
  • Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
  • Assure the type and amount of application and technical resources are available when needed
Certification

ITIL Intermediate Certificate in Service Operation

Prior knowledge

ITIL® Foundations

Duration

15 hours. -


Generic course information

Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN) and Loyalist Certification Services (LCS).

Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.

Costs

Training costs: £ 800,-

Packages

This course is run over 6 x 2 1/2 hour sessions, typically these sessions are delivered over a 3 week period. Please call +44 (0)118 324 0626 or email info@pinkelephant.co.uk for schedule of sessions.

ITIL® is a registered trade mark of AXELOS Limited

Course dates and locations

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