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Importance Of Certification In  ITIL V3 Service Operations - Bhushan Raut ITIL v3 Expert Presents Webinar
Latest ITIL V3 Qualification
Service Operation Qualification (3 Credits) <ul><li>Focus is  </li></ul><ul><ul><li>the Service Operations Phase </li></ul...
What is Service Operation? <ul><li>Part of the lifecycle where the services and value is actually directly delivered and j...
Why Service Operations? <ul><li>Critical phase of the ITSM lifecycle </li></ul><ul><li>Day-to-day operations of processes ...
What’s Included in Service Operation? <ul><li>5 Processes: </li></ul><ul><ul><li>Event Management </li></ul></ul><ul><ul><...
What’s Included in Certification <ul><li>Introduction to Service Operation  </li></ul><ul><li>Service Operations Principal...
What Roles Can You Expect <ul><li>Senior Process and Procedure Engineers </li></ul><ul><li>Senior Application Developers a...
Conflicting Motives in Service Operation <ul><li>Service Operation: More than repetitive execution </li></ul><ul><ul><li>S...
Difference between SO and OSA <ul><li>OSA is part of Capability </li></ul><ul><li>OSA is role based </li></ul><ul><li>Focu...
Opportunity in today's IT world <ul><li>Service Operation - the real World </li></ul><ul><li>Organization’s Focus </li></u...
Summing up….. <ul><li>Service Operations Certification – A kick start in the Intermediate Module to reach the ITIL Expert ...
Vyom Labs ITIL Training Services <ul><li>Vyom Labs offers a complete ITIL V3 Suite  </li></ul><ul><li>ITIL V3 Foundation <...
Web :   www.vyomlabs.com   Email :   [email_address]   The Complete ITSM Solutions Company Vyom Labs is &quot;The complete...
 
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Importance of Certification In ITIL V3 Service Operations

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A compelling presentation that will present the Importance of Service Operation in the ITIL V3 Intermediate Certification.

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Importance of Certification In ITIL V3 Service Operations

  1. 1. Importance Of Certification In ITIL V3 Service Operations - Bhushan Raut ITIL v3 Expert Presents Webinar
  2. 2. Latest ITIL V3 Qualification
  3. 3. Service Operation Qualification (3 Credits) <ul><li>Focus is </li></ul><ul><ul><li>the Service Operations Phase </li></ul></ul><ul><ul><li>the use of process & practice elements </li></ul></ul><ul><ul><li>the management capabilities </li></ul></ul><ul><ul><li>deliver quality Service Management practices </li></ul></ul><ul><li>Complex Multiple Choice Exam </li></ul><ul><li>Gradient Scoring </li></ul><ul><li>Closed Book </li></ul><ul><li>90 Minute Duration </li></ul><ul><li>8? Questions </li></ul><ul><li>65% Required to Pass / 75% For Distinction </li></ul><ul><li>21 Hours Of Study (21 Personal Study) </li></ul>
  4. 4. What is Service Operation? <ul><li>Part of the lifecycle where the services and value is actually directly delivered and judged </li></ul><ul><li>Achieving effectiveness and efficiency in the delivery and support of services </li></ul><ul><li>Ensure value for the customer and the service provider </li></ul><ul><li>At the very heart of day-to-day, business as usual, </li></ul><ul><li>Blueprint to help build and run the “factory of IT Service Delivery” </li></ul>
  5. 5. Why Service Operations? <ul><li>Critical phase of the ITSM lifecycle </li></ul><ul><li>Day-to-day operations of processes needs to be properly conducted, controlled and managed </li></ul><ul><li>To make service improvements possible </li></ul><ul><li>Overall view of Service Operation and delivery </li></ul><ul><li>Coordinate the people who manage the technology, processes, and services </li></ul>
  6. 6. What’s Included in Service Operation? <ul><li>5 Processes: </li></ul><ul><ul><li>Event Management </li></ul></ul><ul><ul><li>Request Fulfillment </li></ul></ul><ul><ul><li>Incident Management </li></ul></ul><ul><ul><li>Problem Management </li></ul></ul><ul><ul><li>Access Management </li></ul></ul><ul><li>4 Functions: </li></ul><ul><ul><li>Applications Management </li></ul></ul><ul><ul><li>Technical Management </li></ul></ul><ul><ul><li>IT Operations Management </li></ul></ul><ul><ul><ul><li>IT Operations Control </li></ul></ul></ul><ul><ul><ul><li>Facilities Management </li></ul></ul></ul><ul><ul><li>Service Desk </li></ul></ul>
  7. 7. What’s Included in Certification <ul><li>Introduction to Service Operation </li></ul><ul><li>Service Operations Principals </li></ul><ul><li>Service Operation Processes </li></ul><ul><li>Common Service Operation Activities </li></ul><ul><li>Organizing Service Operation: Functions </li></ul><ul><li>Technology Considerations </li></ul><ul><li>Implementation Considerations </li></ul>
  8. 8. What Roles Can You Expect <ul><li>Senior Process and Procedure Engineers </li></ul><ul><li>Senior Application Developers and Managers </li></ul><ul><li>Senior Data and Network Facility Operations Managers </li></ul><ul><li>Project Managers </li></ul><ul><li>Process and Procedure / Tech Writing </li></ul><ul><li>Support Desk </li></ul><ul><li>Server Support and Administration </li></ul><ul><li>Data Center Management </li></ul><ul><li>Desktop Support </li></ul><ul><li>Network Operations </li></ul>
  9. 9. Conflicting Motives in Service Operation <ul><li>Service Operation: More than repetitive execution </li></ul><ul><ul><li>Services delivered in a changing environment </li></ul></ul><ul><ul><li>Conflict between status quo and adaptation </li></ul></ul><ul><ul><li>Balance between conflicting sets of priorities </li></ul></ul><ul><li>Balance Areas of Conflict: </li></ul><ul><ul><li>Internal IT View vs. External Business View </li></ul></ul><ul><ul><li>Stability vs. Responsiveness </li></ul></ul><ul><ul><li>Quality of Service vs. Cost of Service </li></ul></ul><ul><ul><li>Reactive vs. Proactive </li></ul></ul>
  10. 10. Difference between SO and OSA <ul><li>OSA is part of Capability </li></ul><ul><li>OSA is role based </li></ul><ul><li>Focus and Target audience different </li></ul>
  11. 11. Opportunity in today's IT world <ul><li>Service Operation - the real World </li></ul><ul><li>Organization’s Focus </li></ul><ul><li>Multiple Roles </li></ul><ul><li>Good Starting point </li></ul>
  12. 12. Summing up….. <ul><li>Service Operations Certification – A kick start in the Intermediate Module to reach the ITIL Expert </li></ul><ul><li>Its about how to successfully manage a service through its production lifecycle with daily management </li></ul><ul><li>Service Operation Maintains: Balance and the conflicting motives </li></ul>
  13. 13. Vyom Labs ITIL Training Services <ul><li>Vyom Labs offers a complete ITIL V3 Suite </li></ul><ul><li>ITIL V3 Foundation </li></ul><ul><li>Service Strategy (SS) </li></ul><ul><li>Service Design (SD) </li></ul><ul><li>Service Operation (SO) </li></ul><ul><li>Service Transition (ST) </li></ul><ul><li>Continual Service Improvement (CSI) </li></ul><ul><li>Release, Control & Validation (RCV) </li></ul><ul><li>Operational, Support & Analysis (OSA) </li></ul><ul><li>Service Offerings & Agreements (SOA) </li></ul><ul><li>Planning, Protection & Optimization (PPO) </li></ul><ul><li>Managing Across Lifecycle Certification (MALC) </li></ul><ul><li>ITIL Service Manager Program </li></ul><ul><li>Service Manager’s Bridge Course </li></ul><ul><li>For more information contact us on [email_address] </li></ul>
  14. 14. Web : www.vyomlabs.com Email : [email_address] The Complete ITSM Solutions Company Vyom Labs is &quot;The complete IT Service Management Solutions Company&quot;. We offer ITSM services end-to-end - Training, Consulting and ITSM Tools Implementation. The best thing is that we offer these services through a combination of onsite and offshore models which helps our clients have quality service at greater value. Reach Us

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