fbpx
Com Certificação

ITIL 2011 Service Operation

Chat

O curso ITIL Service Operation pertence à vertente Intermediate LifeCycle da certificação do ITIL. O curso prepara os candidatos para realizar o exame ITIL Service Operation, bem como fornece conhecimentos valiosos que podem ser implementados no ambiente de trabalho.

Exame

Inclui exame.
Saiba mais sobre o exame de certificação.
Contacte-nos, caso tenha alguma específica sobre os exames.

 

No final da ação de formação os participantes deverão estar aptos a:

  • The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
  • The operational activities of processes covered in other Lifecycle phases
  • Service Operation Processes
  • Organizational issues including: Functions, Groups, Teams, Department and Divisions
  • Service Operation Activities
  • Service Operation Technology Considerations and Requirements
  • Planning and Implementing Service Management Technologies
  • Managing Change in Service Operations
  • Challenges, Critical Success Factors and Risks

Destinatários

CIOs, CTOs, gestores e supervisores, líderes de equipas, designers, arquitectos, consultores de TI, gestores de auditoria de TI e gestores de segurança de TI que requerem uma compreensão detalhada da fase de Desenho do Serviço e os processos, funções e actividades associadas.

Pré-Requisitos

Certificado ITIL Foundation e, de preferência, dois anos de experiência profissional em ambiente de Gestão de Serviços de TI.

Programa

  • Course Introduction
  • Principles
  • Processes
  • Activities
  • Organization
  • Technology Considerations
  • Implementation and Improvement
  • Challenges, Critical Sucess Factors and Risks
  • Exam Preparation

Course Introduction

  • The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Operation
  • The ITIL processes primarily covered in Service Operation
  • The functions within Service Operation
  • The value to the business

Principles

  • Organizational issues including: Functions, Groups, Teams, Department and Divisions
  • Achieving balance in Service Operations
  • Providing Service
  • Involvement in Design and Transition
  • Operational Health
  • Communication
  • Documentation

Processes

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The operational activities of processes covered in other Lifecycle phases
  • Change Management
  • Configuration Management
  • Release Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management
  • IT Service Continuity Management

Activities

  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • Server Management and Support
  • Network Management
  • Storage and Archive
  • Database Management
  • Directory Services Management
  • Desktop Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • IT Security Management in relation to Service Operation
  • Improvement of Operational Activities

Organization

  • Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Roles and Responsibilities
  • Service Operation Organizational Structures

Technology Considerations

  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk

Implementation and Improvement

  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operations
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies

Challenges, Critical Sucess Factors and Risks

  • Challenges, Critical Success Factors and Risks

Exam Preparation

  • Sample Exams
  • Feedback
  • Recap
Chat

Quero saber mais informações sobre este curso

ITIL 2011 Service Operation

Gestão de Serviços TI | 28h


Notas

Pretende mais informação sobre este curso?

Preencha o formulário com os seus dados e as suas questões e entraremos em contacto consigo para lhe darmos todas as informações pretendidas.

Obrigado!