ITIL – Intermediate SO

Sapphire Global ITIL SO Training makes you an expert in using ITIL and SO concepts.

Overview

Sapphire Global ITIL SO Training makes you an expert in using ITIL and SO concepts.

Training Options

INSTRUCTOR LEAD LIVE TRAINING
Rs. 35,000

  • Live Instructor Online training by Certified & industry expert Trainers
  • 24/7 One Demand Dedicated Server for Hands on Practice.
  • Flexibility to attend the class at your convenient time.
  • Earn a Skill Certificate
  • Professional Resume Preparation end of the trading period. 
  • Plus 45 Days of flexible access e-learning.
Make me an Expert

CORPORATE TRAINING

  • Customized Learning delivery model.
  • Our training practice are perfectly blended with options for effective live instructor lead hands on training.
  • Training need analysis.
  • Our Corporate training services are easy accessibility of LMS ( Learning Management System ) online or offline – anytime, anywhere, on any of your devices.
  • 24/7 learner assistance and Support

Course Curriculum

Key features

This course will prepare you to:

  • Explain the architecture of the ITIL SO component
  • Configure and use new functionalities in ITIL SO
Service Operation Practices
  • Purpose and Objectives of Service Operation
  • Scope of Service Operation
  • Context of Service Operation in the Service Lifecycle
  • Business Value of Service Operation
  • Fundamentals
Service Operation Principles
  • Achieving Balance in Service Operation
  • Providing Good Service
  • Operations Staff Involvement in Other Lifecycle Stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation Inputs and Outputs
Event Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks
Incident Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • CSFs and KPIs
  • Challenges and Risks
Problem Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs and Outputs
  • CSFs and KPIs
  • Challenges and Risks
Request Fulfillment Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs and Outputs
  • CSFs and KPIs
  • Challenges and Risks
Access Management Process
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs and Outputs
  • CSFs and KPIs
  • Challenges and Risks
Common Service Operation Activities
  • Monitoring and Control
  • IT Operations
  • Server and Mainframe Management and Support
  • Network Management
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • Operational Activities of Processes in Other Lifecycle Stages
  • Improvement of Operational Activities
Service Desk Function
  • Role, Objectives, and Organizational Structures
  • Service Desk Staffing and Environmental Considerations
  • Key Considerations for Outsourcing the Service Desk
  • Key Roles Supporting the Service Desk
Technical Management Function
  • Role, Objectives, and Activities
  • Relationship Between Technical Design and Technical Maintenance and Support
  • Metrics to Measure Technical Management
  • Key Technical Management Documentation
  • Roles Supporting Technical Management
IT Operations Management Function
  • Role, Objectives, and Activities
  • Metrics to Measure IT Operations Management
  • Key IT Operations Management Documentation
  • Roles Support IT Operations Management
Applications Management Function
  • Role, Objectives, and Activities
  • Principles of Application Management
  • Application Management Lifecycle
  • Metrics to Measure Applications Management
  • Key Applications Management Documentation
  • Roles Supporting Applications Management
Service Operation Organizational Structures
  • Different Approaches to Organizing Functions
  • Advantages and Disadvantages of Each Organizational Approach
Technology and Implementation Considerations
  • Generic Technology Considerations
  • Event Management Technologies
  • Incident Management Technologies
  • Problem Management Technologies
  • Request Fulfillment Technologies
  • Access Management Technologies
  • Service Desk Technologies
  • Managing Change in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff Involvement in Service Design and Service Transition
  • Planning and Implementing Service Management Technologies
  • Challenges of Service Operation
  • CSFs of Service Operation
  • Risks of Service Operation
Practice Test and Interview Questions

 

Course Advisor

Course Advisor

R. Sreenatha Reddy

SAP FICO / FSCM / TRM / FM / S4HANA Functional Consultant

Professional Experience:

15+ years of Industry experience as Accountant, Consultant, Module Lead, worked on various IT Organizations like IBM/TCS/ITC infotech/SAP Labs across the globe.

Specialized in SAP

  • SAP FICO – Financial Accounting.
  • SAP FSCM – Accounts Receivable
  • SAP TRM – Treasury Management
  • SAP BCS – Budget Control System
  • SAP EC CS – Enterprise Controlling Consolidation System
  • BOBJE – Dashboard Enhancement for MIS

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