The ITIL® Intermediate Service Lifecycle Service Operation course enables...

ITIL® Service Operation

Why should you attend?

The ITIL® Intermediate Service Lifecycle Service Operation course enables you to gain a deep understanding of the ITIL® Service Operation phase to assist you in providing quality IT service. The course covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes.

Who should attend?

It is intended for those in a management role within the Service Operation area and who wish to enhance their professional development including: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Learning Objectives

By successfully completing this course candidates can expect to gain competencies in the following:

  • Introduction to Service Operation
  • Service Operations principles
  • Service Operation processes
  • Common Service Operation activities
  • Organizing Service Operation: functions
  • Technology considerations
  • Implementation considerations
  • Challenges, critical success factors and risksEntry Criteria

Prerequisite

Candidates must hold the ITIL® Foundation Certificate in IT Service Management. Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.

Course Content

  • Introduction to Service Operation
  • Service Operations principles, purpose and objective
  • Interaction of Service Operations and other phases of the Lifecycle
  • Managerial and supervisory aspects of the ITIL® Service Operation processes
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Operational activities of processes covered in other Lifecycle phases
  • Organizing for Service Operation: Functions, Groups, Teams, Department and Divisions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Technology, measurement and implementation considerations surrounding ITIL® Service Operation
  • Challenges, Critical Success Factors and Risks associated to ITIL® Service Operation
  • Exercises and discussions to consolidate the learning experience and understand how to implement the practices
  • Exam preparation, revision and mock examination
  • Examination on the final day

What is provided?

  • Pre-course reading materials, lifecycle book and preparatory work
  • Course manual
  • Sample exam questions

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.

Exam Format:

  • Questions: 8 complex questions with the choice of 4 detailed options possible, ranging from the most correct response to that incorrect, based on different scenarios.
  • Duration: 90 minutes (+ 30 extra time for non English native speakers)
  • Pass mark: 28/40 = 70%
  • Language: English

Download the course agenda

 ITIL® is a registered trademark of AXELOS Ltd, used under permission of AXELOS Ltd. The Swirl logo™ is a trademark of AXELOS Ltd, used under permission of AXELOS Ltd. All rights reserved.