• Is this course accredited?

  Yes, it is accredited by the APMG.

• What is the experience of the Instructor(s) delivering my course?

  All of our instructor are fully accredited and have over ten years of experience in ITIL methodologies

• What do The Knowledge Academy provide me on the course?

  We provide pre-course reading, The Knowledge Academy courseware folder, official certificates and refreshments.

• Does the course include exams?

  Yes, the course includes the Service Operation Exam

• Are there any prerequisites for the Service Operation Examination?

  Candidates must achieve a pass at ITIL v3 Foundation level before completing the Service Operation examination.

• What is the structure of the exams?

  The ITIL v3 Foundation exam is multiple choice

• What time shall I arrive at the venue?

  Please arrive at your training venue for 08:45am

The Knowledge Academy ITIL Service Lifecycle - Service Operation 3 day course covers the following topics:

The Knowledge Academy Materials and Trainers

The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.

Pre-Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Please note that delegates are advised to purchase and read the following publication in advance of the course ISBN 9780113313075

It is also strongly recommended that candidates:

Can demonstrate familiarity with IT terminology and understand the context of Release Control and Validation management in their own business environment

Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Management processes: Service Asset and Configuration Management, Change Management, Service Test and Validation Management, Knowledge Management, Release and Deployment Management and Evaluation Management

Complete the pre-course work which includes reading the Key Element Guide Service Transition and Key Element Guide Service Operation. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.

It is recommended that Intermediate courses require approximately 1 hour of home study each evening.

APMG Intermediate examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary). The pass mark is 70% or more.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Service Operation

Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
The functions contained within Service Operations including how they interact to make Service Operations work
The processes and service lifecycle phases that Service Operation interfaces with
The fundamental aspects of Service Operation and be able to define them

Service Operation Principles

How Service Operation is organized in relation to Functions, Groups, Teams, Department and divisions.
How an organization can achieve balance when dealing with internal verse external organizational focus, identifying the issues related to organizations who operate at the extremes of these balances
What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and the processes used by them
The creation, components and implementation of a complete communication strategy to be used with Service Operations

Service Operation Processes

The use of and interaction of each of the five key processes that make up Service Operation
The value to the business that each of the Service Operation processes contributes
The use of and interaction of all other lifecycle operational activities that contribute to Service Operation

Common Service Operation Activities

The difference between a Technology Centric and a Business Centric organization, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organization

Organizing Service Operation

The objective, activities and roles of each of the four functions indentified in this unit and how to build a Service Operation model based on these functions
Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organization would be structured to use these roles

Technology Considerations

The technology that supports Service Operation, where and how these can be used
The technology required to support each of the Service Operations processes and functions: Event
Management, Incident Management, Request Fulfilment, Problem Management, Access
Management and Service Desk

Implementation Considerations

Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
Implementing Service Operation technologies within a company
How to assess and manage risk with in a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel

Challenges, Critical Success Factors and Risks

The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs

• The Knowledge Academy Courseware Book
• Exam
• Certficate
• Experienced Instructor
• Refreshments

• “I used the Knowledge Academy to book and train myself and several colleagues in ITIL courses. Throughout the booking and registration process I found them to be extremely helpful and flexible to our needs whilst the training itself was given in a very professional manner by tutors who were extremely knowledgeable and enthusiastic in the subject matter. I would definitely recommend them and use their services again”By Luke Davidson from London