ITIL® V3 Service Lifecycle - Service Operation

Duration:  3 Days

The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation and the management and control of the activities and techniques within the Service Operation stage of the lifecycle; but not the detail of each of the supporting processes (which are covered in detail in the capability courses).
The course also looks at the concept of Service Operation as a practice and at the interfaces between Service Operation and the other stages of the ITIL® Service Lifecycle.

Objectives

• To obtain knowledge on ITIL® concepts and terminology and enable delegates to understand the processes, functions, teams, department operational health and activities involved in Service Operation.
• To 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. 
• To explain the roles and justify the need of Service Operation in the Service Lifecycle.
• To prepare delegates for the ITIL® Lifecycle examination in Service Operation (which takes place as part of the course).

Who should attend?

The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle. It offers a career development path for practitioners who already hold the ITIL® Foundation Certificate.

Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.

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

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed 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 will be 70% or higher.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

Topics covered :

• The main principles and objectives of Service Operation
• Challenges, Critical Success Factors and Risks
• Organizational 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

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