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ITIL® Service Operation
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ITIL® 服務營運
課程代碼
SP-ITILOP
課程天數
4 天
課程概要
本課程內容圍繞服務營運 (Service Operation) 的概念及其相關實踐，您將學習如何有效地管理針對企業或終端用戶遞交 IT 服務，包含一連串與每日 IT 活動直接相關的服務，或是與總體營運有相互影響特質的 IT 流程，例如科技與業務、成本與品質等，學習如何找到執行 IT 服務最適當的平衡點，從而為企業流程帶來業務價值。
學習方式為透過講師帶領的課程和實際案例研討並行來學習並理解自開發、實施、管理等角度提高 IT 服務質量的關鍵概念和實踐。
本課程對應的證照可獨立考取，同時也是獲得 ITIL Expert Certificate 認證的模組之一。
完成本課程的學員可取得 28 個 PMI PDU。
學習方式為透過講師帶領的課程和實際案例研討並行來學習並理解自開發、實施、管理等角度提高 IT 服務質量的關鍵概念和實踐。
本課程對應的證照可獨立考取，同時也是獲得 ITIL Expert Certificate 認證的模組之一。
完成本課程的學員可取得 28 個 PMI PDU。
學習目標和取得技能
Learning outcomes will be achieved:
- Introduction to service operation
- Understanding service operation principles
- Service operation processes
- Understanding common service operation activities
- Organizing for service operation
- Technology considerations
- Implementing service operation
- Challenges, critical success factors and risks
教學方式
原廠認證講師課堂中文指導
教材與實驗
原廠教材
課程適合對象
The target audience for this course and qualification are:
- IT consultants
- IT service providers
- IT senior managers
- IT managers and supervisory staff
- IT audit managers
- IT security managers
- Service designers
- IT architects who are involved in the developing, designing, managing, delivering and optimizing IT Services within the organization.
前備知識
Participants wishing to sit the qualification examination must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.
課程大綱
Introduction to service operation
Service operation principles
Service operation processes
Common service operation activities
Organizing for service operation
Technology considerations
Challenges, critical success factors and risks
- The purpose, objectives, scope and business value of service operation
- The context of service operation in the ITIL service lifecycle
Service operation principles
- How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
- Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
- Service operation inputs and outputs
Service operation processes
- The use, interaction and value of each of the service operation processes: event management, incident management, request fulfillment, problem management, and access management
Common service operation activities
- How the common activities of service operation are coordinated for the ongoing management of the technology that is used to deliver and support the services
- How the operational activities of processes covered in other lifecycle stages contribute to service operation
- How IT operations staff should look for opportunities to improve the operational activities.
Organizing for service operation
- The role, objectives and activities of each of the four functions of service operation
- Service operation roles and responsibilities
Technology considerations
- Technology requirements that support service management across all lifecycle stages including service operation
Challenges, critical success factors and risks
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