Learn About Service Operation

Course Features

  • Online Classes
  • Flexible Schedule
  • Interactive
  • High Quality
  • Certifications
  • Instructor Help

Online video courses with full instructor support,
just like in the classroom, only better. Enroll today!

Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
02: Service Management as a Practice
30 min
03: Overview of Service Operation (SO)
14 min
04: Exercise: ITSM and Failure
6 min
05: Introduction to Service Operation Principles
24 min
06: Service Operation Principles: Documentation, Inputs/Outputs & Technology Considerations
15 min
07: Monitoring and Control Fundamentals
13 min
08: Monitoring and Control: Objectives, Reporting & Measurement
22 min
09: Common Service Operation Activities
32 min
10: Service Operation Activities: Improvement & Integration
22 min
11: Exercise: ITSM Monitor Control Loop
2 min
12: Purpose & Objectives of Event Management
15 min
13: Event Management: Triggers & Metrics
18 min
14: Request Fulfillment (RF)
20 min
15: Request Fulfillment (RF): Triggers & Metrics
11 min
16: Overview of Incident Management (IM)
29 min
17: Incident Management (IM): Triggers & Metrics
17 min
18: Overview of Problem Management (PM)
18 min
19: Problem Management (PM): Triggers & Metrics
14 min
20: Introduction to Access Management (AccM)
12 min
21: Access Management (AccM): Triggers & Metrics
11 min
22: Service Desk (SD) Fundamentals
13 min
23: Service Desk (SD) Staffing, Metrics & Management
16 min
24: Technical Management (TM)
11 min
25: IT Operations Management (ITOM)
8 min
26: Application Management (AM)
16 min
27: Organizational Structures in Service Operation
5 min
28: Implementation Considerations
12 min
Total:
7 hrs 10 mins
Need Help Playing Your Videos or Quiz Modules? Click Here.

What should I do if my video will not play?

There are many things that can affect the quality of your video so we have put together these instructions to help you review all the things that need to be tested in order to trouble-shoot video quality.

The first thing we want to assure you is that we have done everything possible to make sure that our videos will play well.  Our videos are hosted in the cloud by Akamai.  Akamai has servers around the world to make sure that your videos are sent from the server that is closest to you.  By hosting our videos with Akamai we make sure that you receive the highest video quality. If you are experiencing video buffering or freezing at home or at the office there are a number of things you can do to help us troubleshoot.

  • Proper Video Quality: Although the player will attempt to match the video quality with your bandwidth, you may find that setting your video quality manually will give you better performance.
  • Popup Blockers: Please check to make sure that your pop-up blocker is turned off when you go to our website. This will prevent the video window from opening.
  • Your Connection Speed: Internet speed needs to be 2.0 Mbps upload and download to successfully watch the videos.  You will want to check and see if your connection speed is 2.0 Mbps or higher.  You can do this by clicking on this link and running a speed test.
  • Jitter and Packet Loss: Your Jitter rate lets us know if your connection speed is consistent while your Packet Loss rate lets us know if your internet connection could be losing pieces of the video.
    • Go to https://www.dotcom-tools.com/ping-test.aspx to determine if there is any Jitter or Packet Loss on your connection.
    • This is measured by a letter scale with A being the best.
      • If your Packet Loss is below a B, your connection is losing pieces of the video and causing the video to skip.
      • If your Jitter is below a B, your connection speed is very inconsistent and may be changing while you are watching the video which will result in buffering issues.
      • If either of these is the case you will need to contact your internet provider.
  • Shared Internet Connection: If you are on a shared internet connection, test playing videos during non-peak hours when usage by others on your network is low.
  • Reset Your Browser: If you've tried all the previous steps, your browser may be retaining data that needs to be deleted, and this requires a reset. If you are using Chrome, use the instructions in this link to reset your browser. If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset. If you are using Firefox, use the instructions in this link to reset your browser.
  • Other things to check:
    • At home or at work, test using different browsers and computers to see if you get the same result.
      • Make sure you have the latest version of the browser you are using.
    • If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset.
    • Try from a different location using a different network.
    • If you are on a wireless connection try a wired solution.
    • If you are on a home network:
      • Test playing the videos when you are the only user on the network.
      • Try by-passing your router to eliminate it as the point of failure. A direct plug from your ISP to your computer will take care of this and will make sure that neither your router nor other users are affecting your connection.
    • If you are running Firefox, you can check your plugins here: https://www.mozilla.org/en-US/plugincheck/
  • Make sure you do not have any other programs open. File sharing and peer to peer sharing programs, even when limited to low bandwidth, can make it almost impossible to stream properly.
  • Tracking Progress on Mobile Devices: The GogoTraining site is designed to use the native player found in your browser. If you are taking your course on a mobile device and want to make sure your progress is tracked, then you will need to play the videos from the native player that is in your browser. Do not download any third party apps to play the videos as they do not allow your progress to be recorded. If you have installed a third party app and want to receive a Letter of Course Attendance, then you will need to uninstall the 3rd party app or see if the app has the ability for you to disable it for certain sites.
  • Submitting Debugging Information If you have tried everything else and still are having trouble viewing the videos, you can visit this page where you can help us debug your particular setup by following the instructions on the page and submit the debugging information to us.
Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Enlarged Slides
  • Exercise Guide
  • Training Plan
  • Sample Exams
  • Course Syllabus
  • ITIL® 2011 Summary of Updates
  • PMP PDU Information
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Certificate of Completion

Certificate of Completion

You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.

Course Description

Service Operation (SO) provides you with an intense and focused exploration of the new and modified topics in ITIL® 2011. The course is intended for those who work within a Service Operation environment and require a deeper understanding of the underlying concepts, processes/functions and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision. The course focuses on the managerial and control aspects of the operational environment.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

In This Course You Will Learn:

  • Discuss the Service Lifecycle and Service Management as a Practice: Understand the Service Lifecycle and the objectives and business value for each phase in the lifecycle; understand and articulate “service” and be able to explain the concept of Service Management as a practice
  • Explain the basic Service Operation Principles: Understand common principles and guidelines that influence the performance of SO processes/functions with a focus on operational support and improvement activities
  • Identify Service Operation Processes & Functions: Understand the managerial and supervisory aspects of the SO processes as well as the operational activities shared across the lifecycle. Other areas of discussion include the roles and responsibilities, challenges, critical success factors and risks within each of the processes. The processes and function (in italics) include:
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk
  • Technical Management
  • IT Operations Management (IT Operations Control, Facilities Management)
  • Application Management
  • Discuss common Service Operation activities: Understand the role and the responsibilities of each of the activities (e.g., Monitoring and Control, Network Management, Storage and Archive, Desktop Support, Middleware Management, etc…) and their input to all lifecycle phases
  • Explore Technology and Implementation Considerations: Understand the role of technology to Service Operation and explore concepts that have great impact on SO process/function implementation

Prerequisites

ITIL® Foundations training is recommended prior to taking this course.  Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Operation publications.

Outline

Module 00: Course Introduction

Module 01: Exam Tips
•    Understanding the exam process
•    Exam questions and grading
•    Taking the exam
•    Using the practice exams

Module 02: Service Management as a Practice

•    Components of the Service Lifecycle
•    What is a Service?
•    What Comprises Value?
•    What is Service Management?
•    A Process
•    Generic Roles

Module 03: Overview of Service Operation (SO)
•    Purpose, Objectives, Scope of SO
•    SO – Value to the Business
•    Service Operation Challenges
•    Service Operation Critical Success Factors
•    Service Operation Risks

Module 04: Exercise: ITSM and Failure

Module 05: Service Operation Principles Part 1
•    Achieving Balance in Service Operation
•    Providing Good Service
•    Involvement in Other Lifecycle Phases
•    Operational Health
•    Communication

Module 06: Service Operation Principles Part 2
•    Documentation  
•    SO Inputs and Outputs
•    Generic Technology Considerations
•    Exercise: “That’s Good Enough for Me”

Module 07: Monitoring and Control Part 1
•    Monitor Control Loops
o    Simple
o    Complex
o    ITSM

Module 08: Monitoring and Control Part 2
•    Defining Objectives for Monitoring Control
•    Types of Monitoring and Reporting
•    Measurement, Metrics and KPIs

Module 09: Common SO Activities Part 1
•    IT Operations
•    Server & Mainframe Management and Support
•    Network Management
•    Storage & Archive
•    Database Administration
•    Directory Services Management
•    Desktop & Mobile Device Support
•    Middleware Management
•    Internet/Web Management
•    Facilities & Data Center Management

Module 10: Common SO Activities Part 2
•    Operational Activities in other Lifecycle Phases
•    Improvement of Operational Activities

Module 11: EXERCISE: ITSM Monitor Control Loop

Module 12: Event Management Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 13: Event Management Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Designing for Event Management
•    Technology Consideration

Module 14: Request Fulfillment (RF)
•    Purpose/Objective/Scope
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 15: Request Fulfillment (RF) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 16: Incident Management (IM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 17: Incident Management (IM) Part 2
•    Triggers, Inputs/Outputs &Interfaces
•    Metrics
•    Technology Considerations

Module 18: Problem Management (PM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 19: Problem Management (PM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technology Considerations

Module 20: Access Management (AccM) Part 1
•    Purpose & Objectives
•    Value to the Business
•    Policies/Principles/Basic Concepts
•    Process Overview
•    Roles

Module 21: Access Management (AccM) Part 2
•    Triggers, Inputs/Outputs & Interfaces
•    Metrics
•    Technical Considerations
•    
Module 22:  Service Desk (SD) Part 1
•    SD – Purpose/Goal/Objective
•    Role of the Service Desk
•    Organizational Structures

Module 23:  Service Desk (SD) Part 2
•    Staffing Options
•    Management Roles
•    Metrics
•    Outsourcing

Module 24: Technical Management (TM)
•    Technical Management Role
•    Activities
•    Design/Maintenance/Support
•    Management Roles
•    Metrics
•    Documentation

Module 25: IT Operations Management (ITOM)
•    Operations Management Role
•    Management Roles
•    Metrics
•    Documentation

Module 26: Application Management (AM)
•    Application Management Role
•    Activities
•    Application Management Lifecycle
•    Application Management Organization
•    Management Roles
•    Metrics
•    Documentation

Module 27: SO Organizational Structures
•    Technical Specialization
•    Activity, Process and Geography Based
•    Hybrid

Module 28: Implementation Considerations
•    Managing Change
•    SO & Project Management
•    Assessing & Managing Risk
•    Operational Staff in Service Design & Transition
•    Planning & Implementing SM Technologies

How can we help? Customer Service is standing by to get you pricing and answer your questions.

Ask for Pricing
More Questions? Call 1-877-546-4446

GogoTraining, GogoTraining Designs, and miscellaneous designs are the trademarks of GogoTraining, Inc.

The ITIL® courses on this site are offered by GogoTraining, an ATO of AXELOS Limited

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

OBASHI® is a registered trademark of OBASHI Ltd. All rights reserved.

COBIT® is a trademark of ISACA® registered in the United States and other countries.

The International Organization for Standardization (ISO) is a non-governmental organization which is a network of the national standards institutes of 156 countries.

ISO is the owner of the ISO/IEC 20000 standard.

BRMP® is a Registered Trade Mark of Business Relationship Management Institute, Inc.

SIAM® is a registered trademark

VeriSM™ is a trade mark of IFDC

PMI®, PMP®, CAPM®, and PMBOK® are registered marks of the Project Management Institute, Inc.

AgilePM® is a registered trademark of Agile Business Consortium Limited. All rights reserved

All other trademarks on this site are the trademarks of their respective owners.

GogoTraining - Leader in IT & Management Training

©2009-2024 GogoTraining, Inc. All rights reserved.

Sign up

  • All GogoTraining Members receive the first 3 course modules for free so they can meet the instructor, understand what they will learn by taking the course and review the content. Sign Up today and get access to the best trainers and online self-paced video training content in the world.