Course Content
Introduction to Service Operation
- Purpose, Objective, and Scope of Service Operation
- Context of Service Operation
- The Value of Service Operation to the Business
Service Operation Fundamentals
- Challenges and Operations Considerations
- Service Operation Principles
- Achieving Balance in Service Operation
- Involvement of Service Operation in Other Lifecycle Phases
- Operational Health
- Communication in Service Operation
- Documentation
- Inputs and Outputs
Event Management
- Purpose, Objective, and Scope of Event Management
- Value to the Business
- Types of Events
- Design Principles
- Event Detection Requirements
- Activities of Event Management
- Inputs and Outputs
- Interfaces to Other Processes
- Critical Success Factors and Key Performance Indicators (KPIs)
- Challenges and Risks
Incident Management
- Purpose, Objective, and Scope of Incident Management
- Value to the Business
- Activities of Incident Management
- Triggers to Incident Management
- Interfaces to Other Processes
- Inputs and Outputs
- Critical Success Factors and Key Performance Indicators
- Challenges and Risks
