About the Course
Course Duration: 3 days
Exam Fees Included
Price: £995-£1195
Private Course: Click Here
This course leads to the ITIL Certificate – Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream or the Service Operations and Service Transition combination course. It is one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.
Who is it for?
This course is suitable for individuals who require a detailed 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
It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.
Entry Requirements
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course.
Exam
The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. There will be detailed learning activities with evening assignments and the examination (90 minutes) will be held at the end of day three.
Course Objectives
The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.
Syllabus – Key points
Introduction to service operation
- The fundamental aspects of service operation and the ability to define them.
Service operation principles
- The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of service at agreed levels.
- Service operation inputs and outputs the relationship with other lifecycle phases
- Service operation processes
- Service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
Common service operation activities
- How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
- How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
- How the operational activities of processes covered in other lifecycle stages contribute to service
- How IT operations staff should look for opportunities to improve the operational activities.
Organizing for service operation
- The role, objectives, responsibilities and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
Technology considerations
- The generic requirements of technologies that support service management across all lifecycle stages
- The specific technology required to support the service operation processes and functions.
Implementation of service operation
- Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
Planning and implementing service management technologies within a company.
- The challenges (e.g. engagement with staff outside service operation, justifying funding)
- The critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.
