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ITIL Service Operation (3-Day) - Edmonton

ISACA Edmonton Chapter

Wednesday, 5 February 2014 at 8:30 AM - Friday, 7 February 2014 at 5:00 PM (MST)

ITIL Service Operation (3-Day) - Edmonton

Ticket Information

Type Remaining End Quantity
Alberta Education - School District Employees Only 2 Tickets Ended Free  

Event Details

 Pre-Requisites

  • ITIL v3 Foundation course. 
    NOTE: The course certificate must be brought to the first class session.

Students are required to pre-read and bring to class the following ITIL® Service Management Practices core lifecycle publication: ITIL® SERVICE Operation - 2011 Edition ISBN: 9780113313075 

The book is available to registered students from the course provider (Service Management Art) at no cost to course participants.

NOTE: Responding to this email will not get you a book.

To have the book mailed to you, you must call:

      Fiona Reaves
      Education Sales Manager
      Service Management Art Inc.
      160, 3015 - 12 Street NE
      Calgary, AB T2E 7J2

      Ph:  403-219-4195 (Ex: 501)
      Fx:  403-769-1790

Level: Intermediate

The ITIL Intermediate Qualification: Service Operation will be a 3-day certification course that immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The goal is on helping candidates reach a level of competence that goes beyond knowing and comprehending. We teach students how to apply what they’ve learned, analyze, evaluate, manage, and continuously improve upon services in order to add value to businesses. 

This qualification course provides a management-level overview of service operations and related activities. The focus is on the coordination of processes required to deliver, manage and support services at agreed levels to business users and customers. This is where the customers see business value. Short- and long-term performances are both measured and optimized. 

Audience

Note: This course is open only to Alberta Education School District Employees who must register with a school district email address:

  • IT Leadership
  • IT Staff

Objectives

Upon successful completion of the education and examination components, candidates can expect to gain competencies in the following:

- Service Management as a practice

- Purpose, objectives, goals and value
   - The context of Service Operation in relation to other Lifecycle stages
   - 
Creating business value
   - Defining fundamental processes, functions and roles

Principles
    + Achieving better operations through balancing status quo and adapting to changes in business needs
    + Providing good service

    + Involvement with other Lifecycle stages

    + Understanding operational health

    + Developing a communication strategy and good documentation
    + Inputs and outputs

- Processes

    + Understanding the uses, interactions and values of processes—event management, incident management, request fulfillment, problem management, and access management

    + Recognizing sub-processes, activities, methods, and functions used in each
    + Evaluating effectiveness and efficiency of each process

- Common activities

    + Coordinating common activities for ongoing management of the technology used to deliver and support services
    + Monitoring, reporting and controlling services

    + Managing processes covered in other Lifecycle stages that contribute to Service Operation

    + Finding opportunities to improve operation activities

- Organizing for Service Operation
    + Structuring roles and responsibilities for organizational excellence
    + Developing and documenting objectives and activities for four functions: service desk, technical management, IT operations management and application management

    + Measuring and documenting performance

- Technology considerations
    + Identifying generic requirements of technologies to support service management across Lifecycle stages

    + Employing specific technology to support processes and functions

- Implementation
    + Managing changes
    + Assessing and managing risks

    + Engaging staff in Service Design and Transition
    + Planning and implementing service management technologies

- Challenges, critical success factors and risks

    + Providing insight and guidance for associated issues
    + Validating and measuring

    + Identifying types of risks across the Lifecycle and high-level approaches for mitigating risks

Examination And Certification

  • OPTIONAL – The certification exam is available at an additional cost of $225.00, payable by the student.
 
Course Location and Room

Alberta Education
12th Floor, 44 Capital Boulevard
10044 – 108 Street NW
Edmonton, AB  T5J 5E6

Room 1220


NOTE: Registration closes at 6:00 PM  on Friday, January 17, 2014.
Have questions about ITIL Service Operation (3-Day) - Edmonton? Contact ISACA Edmonton Chapter

When & Where


44 Capital Boulevard, Alberta Education
10044 108 Street Northwest
Edmonton, AB T5J 0B9
Canada

Wednesday, 5 February 2014 at 8:30 AM - Friday, 7 February 2014 at 5:00 PM (MST)


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