TRAINING ITIL SERVICE OPERATION

TRAINING PENGENALAN ITIL SERVICE OPERATION

TRAINING PRINSIP DASAR ITIL

Program Description:

The  ITIL®  SO  (Service  Operation)  course  is  part  of  the  ITIL
Intermediate  Lifecycle stream. The course prepares candidates to take
the  ITIL  Service  Operation  Intermediate  exam as well as providing
valuable  knowledge  that  can  be  implemented  in the workplace. The
Service  Operation Certificate is a free-standing qualification but is
also  part of the ITIL Intermediate Lifecycle stream. It is one of the
modules  that  leads  to  the  ITIL  Expert  Certificate in IT Service
Management  (ITSM).  The purpose of this module, exam, and certificate
is  to  impart, test, and validate the knowledge on industry practices
in  IT  Service Management as documented in the ITIL Service Operation
publication.

Program Objectives:

At the end of the program, the participants will be able to:
* Understand the ITIL Service Operation
* Know and understand the Service Operation principles and processes
* Apply common Service Operation activities
* Organize for Service Operation
* Identify the challenges, critical success factors, and risks
* Implement of Service Operation

Target Audience:

CIOs,  CTOs,  managers,  supervisory  staff,  team leaders, designers,
architects,  planners,  IT  consultants,  IT  audit  managers,  and IT
security  managers  who  require  a detailed understanding of the ITIL
Service  Operation  phase of the Lifecycle and the affected processes,
functions and activities, and the application.

ITIL® Service Operation Program Modules:

Module 1 : Introduction
* Introduction to Service Operation
* Purpose and objectives
* Scope of Service Operation
* Context within the service lifecycle
* Short summary of the lifecycle phases
* Service Operation Fundamentals
* The processes within Service Operation
* The function within Service Operation
* The value to the business
* The ITIL certification scheme
* The exam format

Module 2 : Principles
* Organizational   issues   including:   Functions,  Groups,  Teams,
Departments, Divisions, and Roles
* Achieving   balance;  stability  versus  responsiveness,  internal
versus external view, etc
* Providing service
* Involvement in Service Strategy, Design, Transition, and CSI
* Operational health
* Communication
* Documentation
* Inputs and outputs to the other lifecycle phases

Module 3 : Processes
* Event management
* Incident management
* Request fulfillment
* Problem management
* Access management

Module 4 : Activities
* Monitoring and control
* IT operations
* Mainframe management
* Server management
* Network management
* Storage and archive
* Database management
* Directory services management
* Desktop support
* Middleware management
* Internet/web management
* Facilities and data center management
* IT security management in relation to Service Operation
* Improvement activities
* Operational  activities  of  processes  covered in other lifecycle
stages

Module 5 : Organizing Service Operation
* Functions
* Service desk
* Technical Management
* IT operations management
* Application management
* Roles and responsibilities
* Organizational structures

Module 6 : Technology Considerations
* Generic requirements
* Event management
* Incident management
* Request fulfillment
* Problem management
* Access management
* Service desk

Module 7 : Implementation and Improvement
* Managing change in Service Operations
* Service Operation and project management
* Assessing and managing risk in Service Operations
* Operational staff in design and transition
* Planning and implementing service management technologies

Module 8 : Challenges, Critical Success Factors, and Risks
* Challenges for Service Operation managers
* Critical success factors
* Risks

Module 9 : Appendices
* Business case study and exercises
* Sample exams
* Feedback
* Recap

JADWAL TRAINING TAHUN 2026

03 – 04 Januari 2026 | 16 – 17 Januari 2026

06 – 07 Februari 2026 | 20 – 21 Februari 2026

05 – 06 Maret 2026 | 19 – 20 Maret 2026

03 – 04 April 2026 | 23 – 24 April 2026

07 – 08 Mei 2026 | 21 – 22 Mei 2026

05 – 06 Juni 2026 | 25 – 26 Juni 2026

09 – 10 Juli 2026 | 23 – 24 Juli 2026

06 – 07 Agustus 2026 | 20 – 21 Agustus 2026

04 – 05 September 2026 | 18 – 19 September 2026

08 – 09 Oktober 2026 | 22 – 23 Oktober 2026

06 – 07 November 2026 | 26 – 27 November 2026

04 – 05 Desember 2026 | 18 – 19 Desember 2026

Metode Training

1. Tatap Muka/offline
2. Online via zoom

Kota Penyelenggaraan jika offline :

1. Bandung
2. Jogjakarta
3. Surabaya
4. Jakarta

fasilitas yang didapatkan

1. Training Kit Eksklusif
   • Tas
   • Name Tag
   • Modul
   • Flash disk
   • Ballpoint
   • Block Note
   • Souvenir
2. Harga yang Reliable
3. Trainer Kompeten di bidangnya
4. Pelayanan Maksimal untuk peserta
5. Penjemputan dari dan ke bandara

Investasi :

Public training : Rp. 4.500.000 (minimum 3 pax)

In House Training : on Call