The Art of Service ( http://theartofservice.com ) is one of the world’s leading providers of ITIL training, ITIL exam training and ITIL online training. The Art of Service offers world class education at a price every career driven IT Professional can afford it. For more information on our online ITIL training check out our online store: http://store.theartofservice.com This slideshow is created to give you a high level overview of the processes and terminology in the ITIL 2011 Service Operation book. This will help you to understand the difference between ITIL V3 and ITIL 2011 in relation to Service Operation.

1. ITIL Intermediate
What is new in Service Operation 2011?
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

2. What to do AFTER
Foundation?
• Capability Stream • Lifecycle Stream
• SOA • SS
• PPO • SD
• RCV • ST
• OSA • SO
• CSI
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3. ITIL Certification
Pathway
ITIL
Master
ITIL Expert
Managing Across the Lifecycle
SS SD ST SO CSI OSA PPO RCV SOA
Lifecycle Modules Capability Modules
ITIL 2011 Foundation Certificate in IT Service Management

4. Lifecycle Courses
• Target audience:
IT Directors and IT
Managers. Also consultants
and ITIL trainers.
• Deep understanding around
processes within a specific
Lifecycle Stage.
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5. Lifecycle theory covers..
• Processes from a single Lifecycle
phase (=single ITIL book )
• Implementation consideration for the
group of processes
• Technology and Tools to support the
group of processes
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6. Service Operation Book
• Core text: 239 pages
• appendix A - Related Guidance (6.5 pages)
• Appendix B - Communication in Service Operation (10 pages)
• Appendix C - Kepner and Tregoe (1 page)
• Appendix D - Ishikawa diagrams (1.5 pages)
• Appendix E - Considerations for facilities management ( 6 pages)
• Appendix F - Physical access control (3 pages)

7. Service Operation Book
• appendix G - Risk assessment and management (4.5 pages)
• Appendix H - Pareto Analysis (1.5 pages)
• Appendix I - Examples of inputs and outputs across the service
lifecycle (2 pages)
• References and further reading
• Glossary and Abbreviations (42 pages)

8. Processes in ITIL
Service Operation Stage
• Event Management
• Incident Management
• Request fulfilment
• Problem Management
• Access Management
* indicates changes from ITIL V3 to ITIL 2011
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9. Organizing Service
Operation
• Functions:
• Service Desk
• Technical Management
• IT Operations Management
• Application Management
• Roles & responsibilities (RACI)
• Organizational development & structures
* indicates changes from ITIL V3 to ITIL 2011
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10. Service Operation Functions and their overlap
IT Operations Management
Technical IT Operations
Service Desk IT Operations Application
Management Control
Control
Console Mgmt
Management
Console Mgmt
Job Scheduling
Job Scheduling
Mainframe Backup and Restore
Backup and Restore Financial
Print and Output
Print and Output Management
Server
Network HR Apps
Storage Facilities
Management Business
Databases Data Centres Apps
Recovery Sites
Directory Services Consolidation
Desktop Contracts
Middleware

11. Service Operation
Principles
(no big changes from V3)
• it’s all about business value
• Optimizing Service Operation
performance
• Achieving Balance
• Operations health
• Communication
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12. Support other lifecycle
Phases
(no big changes from V3)
• Operation Staff involvement in Service
lifecycle stages
• Perform operational activities for processes in
other lifecycle stages
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13. Event Management
(no big changes from V3)
• effective service operation depends
on knowing the status of the
infrastructure and detecting any
deviation.
• 3 types of events:
• information
• warning
• exception
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14. Incident Management
(no big changes from V3)
• Incident models (security incident, normal
incident, major incident)
• Timescales, incidents categorization, incident
tracking
• Escalation
• Closing and re-opening incidents
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15. Request Fulfilment
• Request types:
• Standard Change
• request for access
• request for advice or recommendation
• Great for self-help practices
• Request receipt, categorization and prioritization
• authorize and review the requests
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16. Problem Management
• Prevent problems and resulting
incidents from happening, eliminate
recurring incidents and minimise the
impact of incidents that can not be
prevented.
• Reactive & Proactive activities
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17. Problem Analysis
techniques
• Chronological
analysis • Affinity mapping
• Pain value analysis • Hypothesis testing
• Kepner and Tregoe • Technical
Observation Post
• Brainstorming
• Ishakawa Diagrams
• 5-whys
• Pareto Analysis
• Fault isolation

18. Access Management
• Is the operational execution of Information
Security Management and the CIA
component of Availability Management
• Purpose: provide access only to authorised
users.
• basic concepts: access, identity, rights,
services, directory services
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19. How do I sit the exam?
Intermediate exam option:
1. Testing Centre via your training company
2. Online Testing at venue of your choice (the exam comes to you)
Where is the closest CSME testing centre
for Intermediate exams ?
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20. Intermediate
exam
8 questions
Complex multiple choice with
scenario
Graded answers:
5 points for the best answer
3 points for the next option
1 points for the next option
0 points for the distractor
28 points = pass
90 minutes to complete exam
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21. ITIL certification
Passrates in 2012
Art of Service
Global Students
Foundation 88% 99%
Intermediate
78% 80%
(average)
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21/11/2011 3:04
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23. More information?
• Our website:
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