itil so certification training syllabus
TRANSCRIPT
Skillogic ITIL SO Certification Training
Purpose, objective, scope and value to business of
SO
The context of service operation and service life
cycle D3Y 1
Service operation fundamentals
Skillogic ITIL SO Certification Training
•Achieving balance in service operation
•Providing good service
•Involvement in other lifecycle stages
•Operational health Day 1
•Communication
•Documentation
•Service operation inputs and outputs
Skillogic ITIL SO Certification Training
•Purpose, objectives, scope and value to business of each
process
•Policies, principles and basic concepts
•Process activities, methods and techniques Day 1
•Triggers, inputs, outputs and interfaces
•Critical success factors and KPIS
•Challenges and risks
Skillogic ITIL SO Certification Training
•Monitoring and control
•IT operations
•Server and mainframe management and support
•Network management
•Storage and archive
•Database administration
Skillogic ITIL SO Certification Training
•Directory service management
•Desktop and mobile device support
•Middleware management
•Internet/web management
•Facilities and data center management
•Operational activities of processes covered in other lifecycle
stages
•Improvement of operational activities
Skillogic ITIL SO Certification Training
•Functions
–- Service desk function
–- Technical management function
–- Application management function
•Roles
•Service operation organizational structures
Skillogic ITIL SO Certification Training
•Generic requirements
•Event management
•Incident management
•Request fulfillment
•Problem management
•Access management
•Service desk
Skillogic ITIL SO Certification Training
•Managing change in service operation
•Service operation and project management
•Assessing and managing risk in service operation
•Operational staff in design and transition
•Planning and implementing service management technologies
Skillogic ITIL SO Certification Training
•Challenges
•Critical success factors
•Risks
Skillogic ITIL SO Certification Training
•Review of key concepts
Skillogic ITIL SO Certification Training
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