Overview

This 3 day instructor led course is one of five lifecycle courses that fit into the intermediate stream for ITIL® Version 3 certification. It is a free-standing qualification but it is also a module contributing to the ITIL® Expert in IT Service Management Certificate.
The Service Operation Course provides information to enable delegates to gain competencies in:

• Service Operations Principles
• Service Operation Processes
• Common Service Operation Activities
• Organising Service Operation: Functions
• Technology Considerations
• Implementation Considerations
• Challenges, Critical Success Factors and Risks

Key Learning Objectives
 
Attendance on this course will:

• Provide core knowledge of ITIL® concepts and terminology and enable delegates to understand the processes and activities involved in the Service Operation.
• Give a detailed management/business level understanding of the ITIL® Service Operation phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
• Explain the roles and justify the need of Service Operation in the Service Lifecycle.
• Prepare delegates for the ITIL® Lifecycle examination in Service Operation (which takes place as part of the course).

Who will benefit?

• Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridging certificate and who wish to advance to higher level ITIL® certifications.
• Individuals who require a understanding of Service Operation and how it enhances the quality of IT service within an organisation
• Anyone involved in the ongoing management, coordination or integration of operational activities within the Service Lifecycle

Content / Syllabus 

The ‘core’ content of this course includes:

• The main principles and objectives of Service Operation
• Challenges, Critical Success Factors and Risks
• Organisational issues concerned with Functions, Groups, Teams, Department & Divisions
• Achieving balance in Service Operations
• Operational Health, Communication and Documentation
• The activities commonly performed in the Service Operation arena
• Improvement of Operational Activities
• Implementation consideration
• Managing Change in Service Operations
• Service Operation and Project Management
• Assessing & Managing Risk in Service Operations
• Operational Staff in Design & Transition
• Planning & Implementing Service Management Technologies

The course also covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Operation stage:

• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management

Examination & Qualification

The course is a part of the ITIL® v3 Intermediate qualification scheme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. The pass mark will be 65% or higher.

Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

See the course location and schedule page to book your place on this course.