itil intermediate course: so student handbook (workbook_r3.2.0)

ITpreneurs™ Service Management

WORKBOOK

Service Operation release 3.2.0 ITIL® Intermediate

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.

Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.

ITIL Service Operation, Classroom course, release 3.2.0

More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx

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Contents

i

LIST OF ICONS V

LIST OF ACTIVITIES VI

GENERAL TRAINING TIPS NA

ACKNOWLEDGEMENTS IX

FOLLOW US XI

COURSE INTRODUCTION 1

Introductions 2

Course Introduction 2

Course Learning Objectives 2

Unique Nature of the Course 2

COURSE AGENDA

UNIT 1: INTRODUCTION TO SERVICE OPERATION 7

UNIT 2: SERVICE OPERATION PRINCIPLES 11

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UNIT 3: SERVICE OPERATION PROCESSES – PART 1 17

UNIT 4: SERVICE OPERATION PROCESSES – PART 2 29

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UNIT 5: COMMON SERVICE OPERATION ACTIVITIES 35

UNIT 6: ORGANIZING FOR SERVICE OPERATION 49

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UNIT 7: TECHNOLOGY CONSIDERATIONS 55

UNIT 8: IMPLEMENTATION OF SERVICE OPERATION 59

UNIT 9: CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS 63

UNIT 10 : EXAM PREPARATION GUIDE 65

APPENDIX A: CASE STUDY 103

APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX C: GLOSSARY (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX D: SYLLABUS (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX E: ANSWERS 117

APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX G: KEPNER-TREGOE® METHODOLOGY (REFER TO STUDENT REFERENCE MATERIAL) NA

APPENDIX H: RELEASE NOTES (REFER TO STUDENT REFERENCE MATERIAL) NA

STUDENT FEEDBACK FORM 187

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. v

LIST OF ICONS

confusing

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.vi

LIST OF ACTIVITIES

Activity

Description

Brainstorm

Description

Compare and Contrast

Description

Concept Jog

Description

Critical Thinking

Description

class.

Discussion

Description

Lecture

Description

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. vii

Mind Map

Description

Recall, Describe, and List

Description

Role-Play

Description

the instructor and teach the class.

Round-Robin

Description

Scenario

Description

Self-Study

Description

Solve a Common Problem/Risk Mitigation

Description

Teach-Back

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.viii

The Big “Why”

Description

Think-Pair-Share

Description

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. ix

ITpreneurs’ Course Reviewers

ITpreneurs’ Course Exercise Writers

ACKNOWLEDGEMENTS

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www.ITpreneurs.com

Copyright © 2012 ITpreneurs. All rights reserved

Before you start the course, please take a moment to:

“Like us” on Facebook

“Follow us” on Twitter

"Add us in your circle" on Google Plus

"Link with us" on Linkedin

"Watch us" on YouTube

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1

Course Introduction

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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved.2

INTRODUCTIONSThere is no activity for this topic.

COURSE INTRODUCTIONThere is no activity for this topic.

COURSE LEARNING OBJECTIVESThere is no activity for this topic.

UNIQUE NATURE OF THE COURSEThere is no activity for this topic.

COURSE QUALIFICATION SCHEMEThere is no activity for this topic.

COURSE AGENDA AND EXAM DETAILSCourse Agenda

ITIL Intermediate Classroom Program

Day1 Service OperationUnit Subject Start End Total Time

(in hours)

Course Introduction 08:00 08:30 00:30

1 Introduction to Service Operation 08:30 09:15 00:45

2 Service Operation Principles 09:15 10:30 01:15

3 Service Operation Processes – Part 1 10:30 12:00 01:30

LUNCH 12:00 01:00 01:00



Homework (review of day's material) 01:00

Total 10:00

Total – (Less Lunch and Homework) 08:00

Note: Reading the Case Study

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Note: Personal Study Recommendation for Students

Remark:


(in hours)


5 Common Service Operation Activities 10:00 12:00 02:00

LUNCH 12:00 01:00 01:00

5 Common Service Operation Activities 01:00 02:00 01:00

6 Organizing Service Operation 02:00 05:00 03:00


Total 10:00

Total – (Less Lunch and Homework) 08:00


(in hours)

6 Organizing Service Operation 08:00 09:30 01:30

7 Technology Considerations 09:30 10:30 01:00

8 Implementation of Service Operation 10:30 12:00 01:30

LUNCH 12:00 01:00 01:00

8 Implementation of Service Operation 01:00 01:30 00:30

9 Challenges, Critical Success Factors, and Risks 01:30 02:00 00:30

10 Exam Preparation/Mock Exam 02:00 03:30 01:30

Exam 03:30 05:00 01:30

Total 09:00

Total – (Less Lunch and Exam) 06:30

TOTAL CONTACT HOURS 22.5 hours

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Course Agenda

ITIL Intermediate Expert Program – ‘Classic’ learning path

Day3 Service Operation *All times in hours

Unit Subject Start End Time*


1 Service Operation (incl. 10-min RECAP) 08:30 09:00 00:30

2 Service Operation Principles (incl. 15-min RECAP) 09:00 10:00 01:00

3 Service Operation Processes – Part 1 (incl. 60-min RECAP) 10:00 12:00 02:00

LUNCH 12:00 01:00 01:00


4 Service Operation Processes – Part 2 03:00 05:00


Total 10:00

Total – (less lunch & homework) 08:00



5 Common Service Operation Activities (incl. 30-min RECAP) 08:00 9:30 01:30

6 Organizing Service Operation (incl. 10-min RECAP) 09:30 12:00 02:30

LUNCH 12:00 01:00 01:00

7 Technology Considerations (incl. 10-min RECAP) 01:00 02:00 01:00

8 Implementation of Service Operation (incl. 15-min RECAP) 02:00 02:30 00:30

9 Challenges, Critical Success Factors And Risks (incl. 15-min RECAP) 02:30 03:00 00:30

TOTAL 07:00

Total – (less lunch) 06:00

TOTAL CONTACT HOURS 14 hours

This agenda is based on the ‘Classic’ learning path. Your course might follow a different path. Please visit www.itpreneurs.com/expert for details of the various learning path options.Sam

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Course Agenda

ITIL Intermediate Classroom Blended Course







LUNCH 12:00 01:00 01:00




Total 10:00






LUNCH 12:00 01:00 01:00




TOTAL 07:00



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Course Agenda

ITIL Intermediate Virtual Classroom Blended Course







LUNCH 12:00 01:00 01:00




Total 10:00






LUNCH 12:00 01:00 01:00




TOTAL 07:00



Each Cup represents one break.

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Unit1Introduction to Service Operation

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1.1 PURPOSE AND OBJECTIVES There is no activity for this topic.

1.2 SCOPE OF THE PROCESSThere is no activity for this topic.

1.3 CONTEXT OF SERVICE OPERATION AND THE SERVICE LIFECYCLEThere is no activity for this topic.

1.4 BUSINESS VALUE OF THE PROCESS

BrainstromQ1.

Write your answer in the space provided.

Answer:

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Q2. What are the problems in identifying the value of services?


Answer:

1.5 SERVICE OPERATION FUNDAMENTALS

ActivityQ1. Identify the various processes within Service Operation.


Answer:

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Unit2Service Operation Principles

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2.1 ACHIEVING BALANCE IN SERVICE OPERATION

ActivityQ1.

Internal IT view versus external business view

Stability versus responsiveness

QoS versus cost of Service

Reactive versus proactive behavior

Write your answer in the space provided below.

Answer:

2.2 PROVIDING GOOD SERVICEThere is no activity for this topic.

2.3 OPERATION STAFF INVOLVEMENT IN THE SERVICE LIFECYCLEThere is no activity for this topic.Sam

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2.4 OPERATIONAL HEALTH

hotel.

Scenario-Based ActivityQ1. Mention and explain the items/activities that you, as a consultant, need to do and what types of

results you are going to deliver to James.


Answer:

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2.5 COMMUNICATION

ActivityQ1. List and explain the different types of communications.


Answer:

Q2. Which communication type is most useful for your organization? Why?


Answer:

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2.6 DOCUMENTATIONThere is no activity for this topic.

2.7 INPUTS AND OUTPUTSThere is no activity for this topic.

2.8 SAMPLE TEST QUESTION

Q1. Which of the following summarize the issues that you are currently facing in your organization?

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Unit3Service Operation Processes – Part 1

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3.1 EVENT MANAGEMENTThere is no activity for this topic.

3.1.1 PURPOSE AND OBJECTIVES There is no activity for this topic.

3.1.2 SCOPE OF THE PROCESSThere is no activity for this topic.

3.1.3 VALUE TO BUSINESS There is no activity for this topic.

3.1.4 POLICIES, PRINCIPLES, AND BASIC CONCEPTS

DiscussionQ1. What is policy?


Answer:

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Q2. Why is policy important?


Answer:

3.1.5 DESIGNING FOR EVENT MANAGEMENTThere is no activity for this topic.

3.1.6 USE OF EVENT RULE SETS AND CORRELATION ENGINESThere is no activity for this topic.Sam

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3.1.7 PROCESS ACTIVITIES

ActivityQ1. Complete the activities in the Event Management process diagram.

The Event Management process

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3.1.8 TRIGGERS, INPUTS, OUTPUTS, AND PROCESS INTERFACES There is no activity for this topic.

3.1.9 PROCESS MEASUREMENTThere is no activity for this topic.

3.1.10 CHALLENGES AND RISKS There is no activity for this topic.

3.2 INCIDENT MANAGEMENTThere is no activity for this topic.

3.2.1 PURPOSE AND OBJECTIVESThere is no activity for this topic.

3.2.2 SCOPE OF THE PROCESSThere is no activity for this topic.

3.2.3 VALUE TO BUSINESSThere is no activity for this topic.

3.2.4 POLICIES, PRINCIPLES, AND BASIC CONCEPTS There is no activity for this topic.

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3.2.5 PROCESS ACTIVITIES, METHODS, AND TECHNIQUES

ActivityQ1.

Event Management

No

Web Interface Phone Call

To request fulfilment(if this is a servicerequest) or service

portfolio management(if this is a change

proposal)YesIncident Logging

Incident Categorization

Major Incident

Yes

No

EscalationNeeded?

FunctionalEscalation

FunctionalEscalation

Yes Yes

No

Yes No

No

ResolutionIdentified?

Yes

No

End

Incident Prioritization

Incident Closure

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3.2.6 TRIGGERS, INPUTS, OUTPUTS, AND INTERFACES WITH OTHER PROCESSES There is no activity for this topic.

3.2.7 PROCESS MEASUREMENT

Critical Thinking Q1. Think of Key Performance Indicators (KPIs) for Incident Management in your organization, and

classify them as Objective, Subjective, Quality, and Organizational. Explain these KPI types in short.

Write your answers in the space provided below.

Answer:

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3.2.8 CHALLENGES AND RISKS There is no activity for this topic.

3.3 PROBLEM MANAGEMENT

Recall Prior LearningQ1. Describe the differences and similarities between Event Management and Incident Management.


Answer:

Q2. Can you relate these processes to Problem Management?


Answer:

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itil intermediate course: so student handbook (workbook_r3.2.0)

Documents

itil service operation

cabinet office itil

service operation processes

service operation principles

classroom course

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course learning objectives

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