ITIL Service Operation

ITIL Service Operation

Description

  • Provider: Makintouch Consulting
  • Location(s): Lagos
  • Duration: 7 days
  • Fee: ₦80,000
  • Venue: 24, Bamishile Street, Beside Best Western Hotel, Off Allen Avenue, Ikeja, Lagos
  • Application Deadline Listing Expired
  • Training Type fulltime
  • Required Experience
  • Start Date 11 September, 2017

Training/Course Overview

CLASS SECTION

DATE

 

Weekend classes : Saturday : 10am – 5pm

                                  Sunday :  12pm – 4pm

Weekday classes : Mondays – Fridays

                                  9am – 5pm

 

Weekend Class 

(Lagos / Ikeja)

 

Weekday Class

 (lagos/ Ikeja)  

  Sept 11 -  30

Deborah.o@makintouchconsulting.com

makintouchconsulting@gmail.com

makintouchconsulting.info@gmail.com

trainings@makintouchconsulting.com

09038138550 , 09023365438

 

 

 

 

 

 

 

Training/Course Outline / Requirements

Course Outline

1 - COURSE INTRODUCTION

  • Introduction to Service Operation
  • Purpose and objectives
  • Scope of Service Operation
  • Context within the Service Lifecycle
  • Short summary of the lifecycle phases
  • Service Operation Fundamentals
  • The Processes within Service Operation
  • The functions within Service Operation
  • The value to the business
  • The ITIL® Certification scheme
  • The exam format

2 - PRINCIPLES

  • Organizational issues including: Functions, Groups, Teams, Departments, Divisions and Roles
  • Achieving balance; stability versus responsiveness, internal versus external view, etc.
  • Providing Service
  • Involvement in Service Strategy, Design, Transition and CSI
  • Operational Health
  • Communication
  • Documentation
  • Inputs and outputs to the other lifecycle phases

3 - PROCESSES

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

4 - ACTIVITIES

  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • Server Management
  • 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 activities
  • Operational Activities of processes covered in other lifecycle stages

5 - ORGANIZING SERVICE OPERATION

  • Functions:
  • Service Desk,
  • Technical Management,
  • IT Operations Management.
  • Application Management
  • Roles and Responsibilities
  • Organizational Structures

6 - TECHNOLOGY CONSIDERATIONS

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

7 - 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

8 - CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS

  • Challenges for Service Operation Managers
  • Critical Success Factors
  • Risks
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