Introduction and Overview
Service management as a practice
The service value proposition
Optimizing operational service performance
The role of OSA processes in the lifecycle
How OSA supports the service lifecycle

Core Service Operation Processes
Event management
The purpose, goal and objectives of event management
Explaining triggers, inputs, outputs and the process interfaces
Using critical success factors to check effectiveness and efficiency
Employing active and passive monitoring tools
Incident management
Managing the incident lifecycle
Identifying process activities, methods and techniques and how they relate to the service lifecycle
Interaction with design services
Incident management involvement on information management
Request fulfillment
Scope of the processes
The policies, principles and the request model concept
Dealing with service requests from users
How KPIs can verify effectiveness and efficiency of the request fulfillment process
Problem management
The objectives of the problem management process
Managing the lifecycle of problems
Value to the business and the service lifecycle
Identifying triggers, input and output to other processes
Analyzing critical success factors to check efficiency
Access management
Policies, principles and basic concepts
Managing authorized user access
Distinguishing access management and information management
Executing security and availability management policies
Challenges and critical success factors
Verifying effectiveness and efficiency

Service Desk
Establishing the service desk objectives
Organizational structures and staffing options
Providing a single point of contact
Measuring effectiveness and efficiency
Impact of service desk on customer perception
Reasons and options for outsourcing the service desk

Service Operation Functions
Functions of technical management, IT operations management and application management
How the functions contribute to OSA
Identifying the roles of each function
Distinguishing the objectives of each function
Analyzing the function's activities

Technology Considerations
Generic technology requirements
Evaluation criteria for technology and tooling for process implementation
Planning and implementing service management technologies
Assessing and managing the project, risk and staffing for process implementation
Identifying the critical success factors and risks related to implementing practices and processes

Implementation Considerations
Managing change in service operation
Examining implementation aspects of service operation and project management
Assessing and managing risk in service operation
Operational staff considerations in service design and transition
How to plan and implement service management technologies