The ITIL Service Operations Program equips participants with a deep understanding of Service Operations, its subsets, and
importance. Key topics include Event, Incident, Problem, and Access Management, with tool demos and global
methodologies. Gain practical skills in crafting SLAs, exploring emerging SLA trends, and understanding penalties. The program also covers process creation, data management, and continuous improvement strategies. Perfect for professionals aiming to enhance operational efficiency and deliver exceptional service outcomes.
Whom is this Program targeted at:
▪ Delivery Managers
▪ Team Leaders
▪ Service Desk Teams
▪ Tier 1/Tier2 Teams
▪ Network engineers
▪ Teams that deliver IT services to internal and external Customers
What will we learn in the Service Operations Program: –
▪ What is Service Operations?
▪ What are the subsets of it and what is its importance?
▪ Event Management (in detail)
▪ Incident Management (in detail)
▪ Tools that we use
▪ Demo of some tools
▪ Difference in the usage
▪ Problem Management (in detail)
▪ Methodologies that we use across the Globe
▪ Real world definitions of Problem Management
▪ Access Management
▪ Service Requests and its Types
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Module 1: Introduction to SLAs
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Module 2: Types of SLA
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Module 3: How SLA are emerging now in the industry
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Module 4: SLAs for the “tomorrow’s world”
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Module 5: Different types of Penalties
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Module 6: Process creation for multiple aspects of SO
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Module 7: Data management and data mining and its uses in SO
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Module 8: Continuous improvement in Service Operations
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