ITIL Intermediate Course: SO Student Handbook (Workbook_r3.2.0)
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Transcript of ITIL Intermediate Course: SO Student Handbook (Workbook_r3.2.0)
ITpreneurs™ Service Management
WORKBOOK
Service Operation release 3.2.0 ITIL® Intermediate
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www.ITpreneurs.com
Copyright © 2012 ITpreneurs. All rights reserved
Copyright Copyright and Trademark Information for Partners/Stakeholders. ITIL® is a registered trademark of the Cabinet Office. IT Infrastructure Library® is a registered trade mark of the Cabinet Office. The Swirl logo™ is a trade mark of the Cabinet Office. All contents in italics and quotes is from the ITIL® Service Lifecycle Suite © Crown copyright 2011 Reproduced under licence from the Cabinet Office. All other text is based on Cabinet Office ITIL® material. Reproduced under licence from the Cabinet Office.
Copyright © 2012 ITpreneurs. All rights reserved. Please note that the information contained in this material is subject to change without notice. Furthermore, this material contains proprietary information that is protected by copyright. No part of this material may be photocopied, reproduced, or translated to another language without the prior consent of ITpreneurs Nederland B.V. The language used in this course is US English. Our sources of reference for grammar, syntax, and mechanics are from The Chicago Manual of Style, The American Heritage Dictionary, and the Microsoft Manual of Style for Technical Publications.
ITIL Service Operation, Classroom course, release 3.2.0
More on: http://www.itil-officialsite.com/IntellectualPropertyRights/TrademarkLicensing.aspx
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Contents
i
LIST OF ICONS V
LIST OF ACTIVITIES VI
GENERAL TRAINING TIPS NA
ACKNOWLEDGEMENTS IX
FOLLOW US XI
COURSE INTRODUCTION 1
Introductions 2
Course Introduction 2
Course Learning Objectives 2
Unique Nature of the Course 2
COURSE AGENDA
UNIT 1: INTRODUCTION TO SERVICE OPERATION 7
UNIT 2: SERVICE OPERATION PRINCIPLES 11
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UNIT 3: SERVICE OPERATION PROCESSES – PART 1 17
UNIT 4: SERVICE OPERATION PROCESSES – PART 2 29
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UNIT 5: COMMON SERVICE OPERATION ACTIVITIES 35
UNIT 6: ORGANIZING FOR SERVICE OPERATION 49
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UNIT 7: TECHNOLOGY CONSIDERATIONS 55
UNIT 8: IMPLEMENTATION OF SERVICE OPERATION 59
UNIT 9: CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS 63
UNIT 10 : EXAM PREPARATION GUIDE 65
APPENDIX A: CASE STUDY 103
APPENDIX B: MIND MAP EXCERCISE (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX C: GLOSSARY (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX D: SYLLABUS (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX E: ANSWERS 117
APPENDIX F: DIAGRAMS (MACRO VIEW) (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX G: KEPNER-TREGOE® METHODOLOGY (REFER TO STUDENT REFERENCE MATERIAL) NA
APPENDIX H: RELEASE NOTES (REFER TO STUDENT REFERENCE MATERIAL) NA
STUDENT FEEDBACK FORM 187
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LIST OF ICONS
confusing
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LIST OF ACTIVITIES
Activity
Description
Brainstorm
Description
Compare and Contrast
Description
Concept Jog
Description
Critical Thinking
Description
class.
Discussion
Description
Lecture
Description
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Mind Map
Description
Recall, Describe, and List
Description
Role-Play
Description
the instructor and teach the class.
Round-Robin
Description
Scenario
Description
Self-Study
Description
Solve a Common Problem/Risk Mitigation
Description
Teach-Back
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The Big “Why”
Description
Think-Pair-Share
Description
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ITpreneurs’ Course Reviewers
ITpreneurs’ Course Exercise Writers
ACKNOWLEDGEMENTS
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www.ITpreneurs.com
Copyright © 2012 ITpreneurs. All rights reserved
Before you start the course, please take a moment to:
“Like us” on Facebook
“Follow us” on Twitter
"Add us in your circle" on Google Plus
"Link with us" on Linkedin
"Watch us" on YouTube
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Copyright © 2012, ITpreneurs Nederland B.V. All rights reserved. 1
Course Introduction
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INTRODUCTIONSThere is no activity for this topic.
COURSE INTRODUCTIONThere is no activity for this topic.
COURSE LEARNING OBJECTIVESThere is no activity for this topic.
UNIQUE NATURE OF THE COURSEThere is no activity for this topic.
COURSE QUALIFICATION SCHEMEThere is no activity for this topic.
COURSE AGENDA AND EXAM DETAILSCourse Agenda
ITIL Intermediate Classroom Program
Day1 Service OperationUnit Subject Start End Total Time
(in hours)
Course Introduction 08:00 08:30 00:30
1 Introduction to Service Operation 08:30 09:15 00:45
2 Service Operation Principles 09:15 10:30 01:15
3 Service Operation Processes – Part 1 10:30 12:00 01:30
LUNCH 12:00 01:00 01:00
3 Service Operation Processes – Part 1 01:00 04:00 03:00
4 Service Operation Processes – Part 2 04:00 05:00 01:00
Homework (review of day's material) 01:00
Total 10:00
Total – (Less Lunch and Homework) 08:00
Note: Reading the Case Study
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Note: Personal Study Recommendation for Students
Remark:
Day2 Service OperationUnit Subject Start End Total Time
(in hours)
4 Service Operation Processes – Part 2 08:00 10:00 02:00
5 Common Service Operation Activities 10:00 12:00 02:00
LUNCH 12:00 01:00 01:00
5 Common Service Operation Activities 01:00 02:00 01:00
6 Organizing Service Operation 02:00 05:00 03:00
Homework (review of day's material) 01:00
Total 10:00
Total – (Less Lunch and Homework) 08:00
Day3 Service OperationUnit Subject Start End Total Time
(in hours)
6 Organizing Service Operation 08:00 09:30 01:30
7 Technology Considerations 09:30 10:30 01:00
8 Implementation of Service Operation 10:30 12:00 01:30
LUNCH 12:00 01:00 01:00
8 Implementation of Service Operation 01:00 01:30 00:30
9 Challenges, Critical Success Factors, and Risks 01:30 02:00 00:30
10 Exam Preparation/Mock Exam 02:00 03:30 01:30
Exam 03:30 05:00 01:30
Total 09:00
Total – (Less Lunch and Exam) 06:30
TOTAL CONTACT HOURS 22.5 hours
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Course Agenda
ITIL Intermediate Expert Program – ‘Classic’ learning path
Day3 Service Operation *All times in hours
Unit Subject Start End Time*
Course Introduction 08:00 08:30 00:30
1 Service Operation (incl. 10-min RECAP) 08:30 09:00 00:30
2 Service Operation Principles (incl. 15-min RECAP) 09:00 10:00 01:00
3 Service Operation Processes – Part 1 (incl. 60-min RECAP) 10:00 12:00 02:00
LUNCH 12:00 01:00 01:00
3 Service Operation Processes – Part 1 01:00 03:00 04:00
4 Service Operation Processes – Part 2 03:00 05:00
Homework (review of day's material) 01:00
Total 10:00
Total – (less lunch & homework) 08:00
Day4 Service Operation *All times in hours
Unit Subject Start End Time*
5 Common Service Operation Activities (incl. 30-min RECAP) 08:00 9:30 01:30
6 Organizing Service Operation (incl. 10-min RECAP) 09:30 12:00 02:30
LUNCH 12:00 01:00 01:00
7 Technology Considerations (incl. 10-min RECAP) 01:00 02:00 01:00
8 Implementation of Service Operation (incl. 15-min RECAP) 02:00 02:30 00:30
9 Challenges, Critical Success Factors And Risks (incl. 15-min RECAP) 02:30 03:00 00:30
TOTAL 07:00
Total – (less lunch) 06:00
TOTAL CONTACT HOURS 14 hours
This agenda is based on the ‘Classic’ learning path. Your course might follow a different path. Please visit www.itpreneurs.com/expert for details of the various learning path options.Sam
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Course Agenda
ITIL Intermediate Classroom Blended Course
Day1 Service Operation *All times in hours
Unit Subject Start End Time*
Course Introduction 08:00 08:30 00:30
1 Service Operation (incl. 10-min RECAP) 08:30 09:00 00:30
2 Service Operation Principles (incl. 15-min RECAP) 09:00 10:00 01:00
3 Service Operation Processes – Part 1 (incl. 60-min RECAP) 10:00 12:00 02:00
LUNCH 12:00 01:00 01:00
3 Service Operation Processes – Part 1 01:00 03:00 04:00
4 Service Operation Processes – Part 2 03:00 05:00
Homework (review of day's material) 01:00
Total 10:00
Total – (less lunch & homework) 08:00
Day2 Service Operation *All times in hours
Unit Subject Start End Time*
5 Common Service Operation Activities (incl. 30-min RECAP) 08:00 9:30 01:30
6 Organizing Service Operation (incl. 10-min RECAP) 09:30 12:00 02:30
LUNCH 12:00 01:00 01:00
7 Technology Considerations (incl. 10-min RECAP) 01:00 02:00 01:00
8 Implementation of Service Operation (incl. 15-min RECAP) 02:00 02:30 00:30
9 Challenges, Critical Success Factors And Risks (incl. 15-min RECAP) 02:30 03:00 00:30
TOTAL 07:00
Total – (less lunch) 06:00
TOTAL CONTACT HOURS 14 hours
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Course Agenda
ITIL Intermediate Virtual Classroom Blended Course
Day3 Service Operation *All times in hours
Unit Subject Start End Time*
Course Introduction 08:00 08:30 00:30
1 Service Operation (incl. 10-min RECAP) 08:30 09:00 00:30
2 Service Operation Principles (incl. 15-min RECAP) 09:00 10:00 01:00
3 Service Operation Processes – Part 1 (incl. 60-min RECAP) 10:00 12:00 02:00
LUNCH 12:00 01:00 01:00
3 Service Operation Processes – Part 1 01:00 03:00 04:00
4 Service Operation Processes – Part 2 03:00 05:00
Homework (review of day's material) 01:00
Total 10:00
Total – (less lunch & homework) 08:00
Day4 Service Operation *All times in hours
Unit Subject Start End Time*
5 Common Service Operation Activities (incl. 30-min RECAP) 08:00 9:30 01:30
6 Organizing Service Operation (incl. 10-min RECAP) 09:30 12:00 02:30
LUNCH 12:00 01:00 01:00
7 Technology Considerations (incl. 10-min RECAP) 01:00 02:00 01:00
8 Implementation of Service Operation (incl. 15-min RECAP) 02:00 02:30 00:30
9 Challenges, Critical Success Factors And Risks (incl. 15-min RECAP) 02:30 03:00 00:30
TOTAL 07:00
Total – (less lunch) 06:00
TOTAL CONTACT HOURS 14 hours
Each Cup represents one break.
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Unit1Introduction to Service Operation
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1.1 PURPOSE AND OBJECTIVES There is no activity for this topic.
1.2 SCOPE OF THE PROCESSThere is no activity for this topic.
1.3 CONTEXT OF SERVICE OPERATION AND THE SERVICE LIFECYCLEThere is no activity for this topic.
1.4 BUSINESS VALUE OF THE PROCESS
BrainstromQ1.
Write your answer in the space provided.
Answer:
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Q2. What are the problems in identifying the value of services?
Write your answer in the space provided.
Answer:
1.5 SERVICE OPERATION FUNDAMENTALS
ActivityQ1. Identify the various processes within Service Operation.
Write your answer in the space provided.
Answer:
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Unit2Service Operation Principles
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2.1 ACHIEVING BALANCE IN SERVICE OPERATION
ActivityQ1.
Internal IT view versus external business view
Stability versus responsiveness
QoS versus cost of Service
Reactive versus proactive behavior
Write your answer in the space provided below.
Answer:
2.2 PROVIDING GOOD SERVICEThere is no activity for this topic.
2.3 OPERATION STAFF INVOLVEMENT IN THE SERVICE LIFECYCLEThere is no activity for this topic.Sam
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2.4 OPERATIONAL HEALTH
hotel.
Scenario-Based ActivityQ1. Mention and explain the items/activities that you, as a consultant, need to do and what types of
results you are going to deliver to James.
Write your answer in the space provided below.
Answer:
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2.5 COMMUNICATION
ActivityQ1. List and explain the different types of communications.
Write your answer in the space provided below.
Answer:
Q2. Which communication type is most useful for your organization? Why?
Write your answer in the space provided below.
Answer:
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2.6 DOCUMENTATIONThere is no activity for this topic.
2.7 INPUTS AND OUTPUTSThere is no activity for this topic.
2.8 SAMPLE TEST QUESTION
Q1. Which of the following summarize the issues that you are currently facing in your organization?
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Unit3Service Operation Processes – Part 1
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3.1 EVENT MANAGEMENTThere is no activity for this topic.
3.1.1 PURPOSE AND OBJECTIVES There is no activity for this topic.
3.1.2 SCOPE OF THE PROCESSThere is no activity for this topic.
3.1.3 VALUE TO BUSINESS There is no activity for this topic.
3.1.4 POLICIES, PRINCIPLES, AND BASIC CONCEPTS
DiscussionQ1. What is policy?
Write your answer in the space provided below.
Answer:
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Q2. Why is policy important?
Write your answer in the space provided below.
Answer:
3.1.5 DESIGNING FOR EVENT MANAGEMENTThere is no activity for this topic.
3.1.6 USE OF EVENT RULE SETS AND CORRELATION ENGINESThere is no activity for this topic.Sam
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3.1.7 PROCESS ACTIVITIES
ActivityQ1. Complete the activities in the Event Management process diagram.
The Event Management process
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3.1.8 TRIGGERS, INPUTS, OUTPUTS, AND PROCESS INTERFACES There is no activity for this topic.
3.1.9 PROCESS MEASUREMENTThere is no activity for this topic.
3.1.10 CHALLENGES AND RISKS There is no activity for this topic.
3.2 INCIDENT MANAGEMENTThere is no activity for this topic.
3.2.1 PURPOSE AND OBJECTIVESThere is no activity for this topic.
3.2.2 SCOPE OF THE PROCESSThere is no activity for this topic.
3.2.3 VALUE TO BUSINESSThere is no activity for this topic.
3.2.4 POLICIES, PRINCIPLES, AND BASIC CONCEPTS There is no activity for this topic.
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3.2.5 PROCESS ACTIVITIES, METHODS, AND TECHNIQUES
ActivityQ1.
Event Management
No
Web Interface Phone Call
To request fulfilment(if this is a servicerequest) or service
portfolio management(if this is a change
proposal)YesIncident Logging
Incident Categorization
Major Incident
Yes
No
EscalationNeeded?
FunctionalEscalation
FunctionalEscalation
Yes Yes
No
Yes No
No
ResolutionIdentified?
Yes
No
End
Incident Prioritization
Incident Closure
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3.2.6 TRIGGERS, INPUTS, OUTPUTS, AND INTERFACES WITH OTHER PROCESSES There is no activity for this topic.
3.2.7 PROCESS MEASUREMENT
Critical Thinking Q1. Think of Key Performance Indicators (KPIs) for Incident Management in your organization, and
classify them as Objective, Subjective, Quality, and Organizational. Explain these KPI types in short.
Write your answers in the space provided below.
Answer:
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3.2.8 CHALLENGES AND RISKS There is no activity for this topic.
3.3 PROBLEM MANAGEMENT
Recall Prior LearningQ1. Describe the differences and similarities between Event Management and Incident Management.
Write your answers in the space provided below.
Answer:
Q2. Can you relate these processes to Problem Management?
Write your answers in the space provided below.
Answer:
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