| Course Title | ITIL®
v3 Service Lifecycle – Service Operation |
| Duration | 3 days |
| Price | £995.00
(inc examination fee – exc vat) |
Course Schedule & Locations
To enquire about our current schedule for this
course please contact us at enquiries@e-quant.co.uk
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.
