Service operations and the ITIL cycle
– Principles and objectives
– Common functions and activities
– How service operations create value for the businesses

Reconcile conflicting objectives
– Perception of the business from an internal and external point of view
– Stability or reactivity?
– Quality of service and cost of service
– Reactive activities, proactive activities

Basic policies, principles and concepts
– Purpose and objectives
– Business value
– Activities, methods and process techniques
– Triggers, inputs, outputs and interfaces
– Challenges and risks

Main ITIL processes within service operations
– Event management: active and passive monitoring
– Fast restoration of a service through incident management
– Execution of requests
– Access
management – Problem management through analysis from the root cause

Monitoring and control of IT operations
– Detect the status of services and CIs
– Take appropriate corrective measures
– Transition to the management and use of the control station (console): a central point of coordination allowing the control and management of services

Infrastructure
Management – Management of central server and network systems, storage and databases, directory and support services, facilities and data center
– Improve operational activities

Operational aspects of processes belonging to other phases of the life cycle
– Change, configuration and release
– Availability
– Capacity
– Continuity of services

Associate functions with activities
– Roles and responsibilities
– Understand the business context

Structure of service operations
– Service center
– Technical
management – Management of IT operations, applications

Key Service Desk Functions
– Records incidents and queries
– Immediate
investigation and diagnosis – Manage incident and query lifecycle
– Notify users

Structure of the service center
– Local or central?
– The virtual service center
– “Follow the sun” type operation

– Specifications in terms of technology, tools and expertise
– Define architectural standards
– Participation in the design and construction of new services and operational practices
– Contribution to projects concerning service design, service transition and continuous improvement of services
– Evaluate change requests
– Reconcile technology and organizational situation

– Management of changes in service
operations – Service operations and project management
– Assess and manage risks
– Operational staff in design and transition
– Plan and implement service management technologies, identify key success factors and their contribution to the operation of services