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ITIL® Service Lifecycle - Service Operation

Key points about this course


Duration: 3 Days*

Pre-requisites: - ITIL® Foundation

Pre-course Reading: 2-5 Hours

Exam: Included

Accredited: Yes

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  • Includes course materials, manual, exam, & completion certificate
  • ITIL® Service Lifecycle Service Operation is fully accredited by PeopleCert
  • Our ITIL® training courses are based on the latest version of ITIL®

Available delivery methods for this course

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Course Information

ITIL® Service Operation Training Course Overview

This 3 ITIL® Service Operation course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Service Operation exam, leading to the ITIL® Service Operation certification.

ITIL® Service Operation is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Service Operation concerns the principles, processes, operational activities, and functions required to manage the performance of products and services.

This Service Operation course opens by examining how better service operation can be created by adapting to business change as well as how service operation can help ensure business continuity, maintain security and customer satisfaction, and provide a useful and universal structure with which to handle incidents. The course then moves on to cover the various functions of service operation, including the different types of service desk and their responsibilities (such as logging incidents and communicating with customers), IT operations management (which details how to establish and maintain a stable IT infrastructure), and the requirements of the Application Management lifecycle. Finally, the course ends with a focus on the practical elements of implementing service operations, including managing change to service operations and minimising disruption, and assessing how to tackle challenges and risks involved in the optimisation of an ITSM ecosystem.

By providing a comprehensive framework of the activities that should be carried out during the operation of services, Service Operation will be particularly beneficial to anybody involved in these processes. This Service Operation course counts for 3 credits towards an ITIL® Practitioner qualification.

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

ITIL® Service Operation Course Outline

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 organisation can achieve balance when dealing with internal verse external organisational 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 with all other lifecycle operational activities that contribute to Service Operation

Common Service Operation Activities:

  • The difference between a Technology-Centric and a Business-Centric organisation, 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 organisation

Organising Service Operation:

  • The objective, activities and roles of each of the four functions identified 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 within 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

 

*After completing 2 days of classroom training and successfully passing your Foundation Exam, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

 

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Who should attend this ITIL® Service Operation training course?

The course will benefit anybody who will be involved in the improvement activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, and IT Consultants and Architects.

ITIL® Service Operation Prerequisites

You must have completed ITIL® Foundation before attending this course.

Yes, it is accredited by PeopleCert, The Chartered Institute for IT.
All of The Knowledge Academy's ITIL® courses are based on the newest version of ITIL®, 2011.
All of our instructors are fully accredited and have over ten years of experience with the ITIL® framework.
We provide The Knowledge Academy courseware folder, official certificates and refreshments.
Yes, the course fee includes the ITIL® Service Operation exam.
Yes, you must have passed ITIL® Foundation before taking the exam.
The Service Operation exam is a 90 minute, multiple choice exam.
The course starts at 9am and finishes at 5pm each day.
Please arrive at your training venue for 08:45am.
You will receive confirmation details as soon as your place has been booked and confirmed.

What's Included in this ITIL® Service Operation Training Course?

This ITIL® Service Operation training course includes the following:

  • ITIL® Service Operation exam
  • The Knowledge Academy ITIL® Service Lifecycle - Service Operation Manual
  • Certificate
  • Experienced Trainer
  • Refreshments

ITIL® Service Operation Exam

The ITIL® Service Operation exam measures knowledge of the Service Operation stage of the lifecycle, including core activities and techniques.

  • 8 multiple choice questions
  • 90 minutes
  • Pass mark: 70% or 28/40
  • Closed book​

*After completing 2 days of classroom training and successfully passing your Foundation Exam, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

  • Proven higher pass rates
  • Quicker Results
  • Save Travel Costs
  • Flexibility
  • Convenient
  • Take your exam at your home, office, or work when you are ready

Dates & Prices

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Key points about this course


Duration: 3 Days*

Pre-requisites: - ITIL® Foundation

Pre-course Reading: 2-5 Hours

Exam: Included

Accredited: Yes


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Our ITIL® courses are accredited by PeopleCert on behalf of AXELOS.

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Various delivery methods

Flexible delivery methods are available depending on your learning style.

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"Really good course and well organised. Trainer was great with a sense of humour - his experience allowed a free flowing course, structured to help you gain as much information & relevant experience whilst helping prepare you for the exam"

Joshua Davies, Thames Water

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"...the trainer for this course was excellent. I would definitely recommend (and already have) this course to others."

Diane Gray, Shell

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