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ITIL® Service Operation (SO)

Video Description

The ITIL® Service Operation (SO) course is a comprehensive training course that builds on the general principles covered as part of the ITIL® Foundation course with primary focus on the lifecycle aspects of Service Operation including - Service Operation principles, activities and technology considerations. The course also gives an overview of the Service Operation Processes and Functions. In addition to this, the course looks at the interfaces between Service Operation and the other stages of the ITIL® Service Lifecycle. The ITIL® Service Operation (SO) course covers the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. The main objective of the course is to enable the students to understand the concept, purpose, principles, processes, activities, functions and implementing consideration of the ITIL® service operation. The course requires that the students possess a valid ITIL® Foundation Certification or have taken the ITIL® Foundation course. Additionally, two to four years of relevant work experience is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Table of Contents

  1. Introduction
    1. Course Introduction 00:02:10
    2. Instructor Introduction 00:01:36
  2. Chapter 01 - Course Introduction
    1. Course Introduction 00:00:32
    2. Course Organization 00:00:22
    3. Welcome to the Course! 00:00:32
    4. Mentoring Community Introductions 00:00:46
    5. Why Are You Here? 00:00:48
    6. Using Bloom’s Taxonomy 00:01:10
    7. What do you Expect? 00:00:37
    8. Housekeeping Online 00:01:04
    9. Lesson: Course Conventions & Agenda 00:00:08
    10. Conventions Used 00:00:54
    11. Quizzes & Exercises 00:00:44
    12. ITIL Qualification Scheme 00:00:48
    13. ITIL Lifecycle Exam 00:01:08
    14. Getting Started with an Online Class 00:02:26
    15. Chapater 01 Review 00:00:24
  3. Chapter 02 - IT Service Lifecycle Service Operation
    1. IT Service Lifecycle Service Operation 00:00:25
    2. Lesson: Introduction to Service Operation 00:00:28
    3. SO & the Service Lifecycle 00:00:53
    4. Managing Across the Lifecycle 00:03:28
    5. Purpose, Goals & Objectives of Service Operation 00:00:53
    6. Scope of Service Operation 00:01:55
    7. Value of Service Operation 00:01:38
    8. Lesson: Principles of Service Operation 00:00:34
    9. Fundamentals of Service Operation 00:03:14
    10. The Principle of Service Operation 00:02:15
    11. Achieving Balance in Service Operation 00:02:40
    12. Balancing Stability & Responsiveness 00:02:34
    13. Balancing QoS & CoS 00:01:09
    14. Balancing Reactive & Proactive 00:02:00
    15. Providing Service 00:02:23
    16. SO & Other Lifecycle Stages 00:02:16
    17. Operational Health 00:02:01
    18. SO Communication 00:02:03
    19. SO Documentation 00:01:02
    20. Lesson: Service Operation Summary 00:00:09
    21. Service Operation Summary 00:01:50
    22. Checkpoint 00:00:11
    23. Chapter 02 Review 00:01:06
  4. Chapter 03 - Service Operation Processes
    1. Service Operation Processes 00:00:32
    2. The Service Operation Model 00:04:32
    3. The Processes of Service Operation 00:01:05
    4. Lesson: Event Management 00:00:31
    5. Introduction 00:01:16
    6. Purpose, Goals & Objectives 00:01:43
    7. Scope 00:00:53
    8. Value to the Business 00:01:59
    9. Concepts 00:02:20
    10. Activities of Event Management 00:00:42
    11. Event Occurrence & Notification 00:03:25
    12. Event Detection & Filtering 00:01:09
    13. Event Significance & Correlation 00:02:09
    14. Event Response Trigger & Selection 00:01:11
    15. Event Review & Closure 00:01:26
    16. Triggers, Inputs & Outputs 00:02:13
    17. Process Relationships 00:02:16
    18. Critical Success Factors 00:03:06
    19. Challenges & Risks 00:03:07
    20. Summary 00:01:56
    21. Lesson: Incident Management 00:00:35
    22. Introduction 00:01:15
    23. Purpose, Goals & Objectives 00:01:21
    24. Scope 00:00:38
    25. Value to the Business 00:01:47
    26. Concepts 00:02:25
    27. Activities of Incident Management 00:00:22
    28. Incident Logging 00:00:56
    29. Incident Categorization 00:01:37
    30. Categorization 00:01:07
    31. Incident Priority 00:01:11
    32. Incident Escalation 00:01:13
    33. Incident Diagnosis 00:01:17
    34. Incident Resolution & Recovery 00:01:13
    35. Incident Closure 00:02:11
    36. Expanded Incident Lifecycle 00:04:20
    37. Incident Management – Roles 00:01:01
    38. Triggers, Inputs & Outputs 00:01:36
    39. Process Relationships 00:01:59
    40. Critical Success Factors 00:02:00
    41. Challenges & Risk 00:03:38
    42. Summary 00:01:26
    43. Lesson: Request Fulfillment 00:00:37
    44. Introduction 00:00:54
    45. Purpose, Goals & Objectives 00:01:00
    46. Scope 00:01:15
    47. Value to the Business 00:01:39
    48. Concepts 00:01:52
    49. Activities of Request Fulfillment 00:01:36
    50. Menu Selection 00:01:27
    51. Financial Approval 00:01:09
    52. Other Approval 00:00:54
    53. Fulfillment 00:00:51
    54. Closure 00:00:39
    55. Triggers, Inputs & Outputs 00:01:12
    56. Process Relationships 00:02:00
    57. Critical Success Factors 00:01:53
    58. Challenges & Risks 00:01:52
    59. Summary 00:00:54
    60. Lesson: Problem Management 00:00:37
    61. Introduction 00:01:09
    62. Purpose, Goals & Objectives 00:01:18
    63. Scope 00:01:09
    64. Concepts 00:01:28
    65. Value to the Business 00:01:23
    66. Activities of Problem Management 00:02:06
    67. Managing the Problem 00:01:42
    68. Problem Analysis Techniques 00:01:22
    69. Managing the Known Error 00:02:23
    70. Triggers, Inputs & Outputs 00:01:59
    71. Relationships 00:02:34
    72. Critical Success Factors 00:03:38
    73. Challenges & Risks 00:03:16
    74. Summary 00:02:21
    75. Lesson: Access Management 00:00:35
    76. Introduction 00:00:56
    77. Purpose, Goals & Objectives 00:00:58
    78. Scope 00:01:01
    79. Value to the Business 00:01:19
    80. Concepts 00:01:10
    81. Activities of Access Management 00:00:42
    82. Access Request 00:01:17
    83. Access Verification 00:01:07
    84. Provide Rights 00:01:04
    85. Monitor Identity Status 00:01:03
    86. Log & Track Access 00:01:30
    87. Remove or Restrict Rights 00:00:49
    88. Triggers, Inputs & Outputs 00:00:53
    89. Relationships 00:01:57
    90. Critical Success Factors 00:01:28
    91. Challenges & Risks 00:02:11
    92. Summary 00:01:09
    93. Lesson: Operational Activities of Other Lifecycle Processes 00:00:50
    94. Introduction 00:01:09
    95. Change Management 00:01:34
    96. Service Asset & Configuration Management 00:00:57
    97. Release & Deployment Management 00:00:36
    98. Knowledge Management 00:00:44
    99. Capacity Management 00:01:35
    100. Availability Management 00:01:02
    101. IT Service Continuity Management 00:00:57
    102. Financial Management 00:01:10
    103. Lesson: Service Operation Processes Summary 00:00:10
    104. Service Operation Process Summary 00:02:17
    105. Checkpoint 00:00:15
    106. Chapter 03 Review 00:01:34
  5. Chapter 04 - Common Service Operation Activities
    1. Common Service Operation Activities 00:00:24
    2. Lesson: Common Activities 00:00:19
    3. Introduction 00:03:22
    4. Service Operation - Common Activities 00:00:47
    5. Monitoring & Control 00:01:07
    6. Control Loop 00:03:39
    7. IT Operations 00:00:37
    8. Mainframe Management 00:00:32
    9. Server Management & Support 00:00:52
    10. Network Management 00:00:48
    11. Storage & Archive 00:00:30
    12. Database Management 00:01:28
    13. Directory Services Management 00:01:04
    14. Desktop & Mobile Support 00:01:10
    15. Middleware Management 00:00:47
    16. Internet/Web Management 00:01:15
    17. Facilities & Data Center Management 00:01:03
    18. Data Center Strategies 00:01:14
    19. IT Security Management 00:01:12
    20. Improvement of Operational Activities 00:01:38
    21. Lesson: Common Activities Summary 00:00:16
    22. Common Activities Summary 00:00:41
    23. Checkpoint 00:00:09
    24. Chapter 04 Review 00:01:19
  6. Chapter 05 - Service Operation Functions
    1. Service Operation Functions 00:00:29
    2. Introduction to Service Operation Functions 00:00:32
    3. Lesson: Service Desk Function 00:00:25
    4. Introduction to Service Desk 00:02:26
    5. Service Desk 00:00:19
    6. Service Desk - Role 00:01:30
    7. Service Desk - Objectives 00:01:06
    8. Service Desk - Organizational Structures 00:01:58
    9. Service Desk - Staffing 00:02:18
    10. Service Desk - Metrics 00:01:35
    11. Lesson: Technical Management Function 00:00:25
    12. Introduction to Technical Management 00:00:46
    13. Technical Management 00:00:24
    14. Technical Management - Role 00:00:57
    15. Technical Management - Objectives 00:01:12
    16. Technical Management - Organizational Structures 00:00:47
    17. Technical Management - Design, Maintenance & Support 00:01:27
    18. Technical Management - Metrics 00:01:07
    19. Technical Management - Documentation 00:00:53
    20. Lesson: IT Operations Management 00:00:36
    21. Introduction to IT Service Operations Management 00:00:40
    22. IT Operations 00:00:26
    23. IT Operations - Role 00:01:13
    24. IT Operations - Objectives 00:00:32
    25. IT Operations - Organizational Structures 00:01:09
    26. IT Operations - Metrics 00:00:45
    27. Operations Management - Documentation 00:01:01
    28. Lesson: Application Management Function 00:00:26
    29. Introduction to Application Management 00:00:40
    30. Application Management 00:00:33
    31. Application Management - Role 00:01:18
    32. Application Management - Objectives 00:01:07
    33. Application Management - Principles 00:01:20
    34. Application Lifecycle 00:02:05
    35. Application Management - Generic Activities 00:02:01
    36. Application Management - Organizational Structures 00:01:25
    37. Application Management - Roles & Responsibilities 00:01:11
    38. Application Management - Metrics 00:01:01
    39. Application Management - Documentation 00:01:29
    40. Lesson: Service Operation Functions Summary 00:00:09
    41. Service Operation Functions Summary 00:01:40
    42. Checkpoint 00:00:08
    43. Chapter 05 Review 00:01:50
  7. Chapter 06 - Technical Considerations
    1. Technical Considerations 00:00:44
    2. Lesson: Service Operation Organizational Structures 00:00:26
    3. Organizational Structures 00:00:30
    4. Specialization Based Structures 00:01:22
    5. Activity Based Structures 00:01:27
    6. Process Based Structures 00:01:26
    7. Geography Based Structures 00:01:22
    8. Hybrid Structures 00:01:11
    9. Lesson: Roles & Responsibilities 00:00:11
    10. Introduction 00:01:29
    11. Generic Roles 00:00:38
    12. Service Owner 00:00:49
    13. Process Owner 00:01:03
    14. Process Manager 00:00:50
    15. Process Practitioner 00:00:58
    16. Service Operation - Roles 00:00:21
    17. Service Desk 00:01:21
    18. Technical Management 00:00:38
    19. IT Operations 00:00:46
    20. Application Management 00:00:36
    21. Event Management 00:01:43
    22. Incident Management 00:02:04
    23. Request Fulfillment 00:01:09
    24. Problem Management 00:01:20
    25. Access Management 00:00:55
    26. Lesson: Technology Considerations 00:00:18
    27. Service Operation Technology Considerations 00:02:24
    28. Event Management Desired Features 00:01:52
    29. Incident Management Desired Features 00:01:36
    30. Request Fulfillment Desired Features 00:01:00
    31. Problem Management Desired Features 00:01:18
    32. Access Management Desired Features 00:01:10
    33. Service Desk Desired Features 00:01:41
    34. Lesson: Implementing Service Operation 00:00:50
    35. Service Operation Implementation 00:00:55
    36. Managing Change in SO 00:00:43
    37. SO & Project Management 00:01:13
    38. Assessing & Managing Risk 00:01:15
    39. Involvement in Design & Transition 00:01:59
    40. Planning & Implementing Technology 00:01:17
    41. Challenges 00:02:41
    42. Critical Success Factors 00:01:36
    43. Risks 00:01:40
    44. Lesson: Service Operation Considerations Summary 00:00:11
    45. Service Operation Considerations Summary 00:01:32
    46. Checkpoint 00:00:11
    47. Chapter 06 Review 00:01:42
    48. Course Closure 00:01:55