Retired: ITIL® Service Lifecycle - Service Operation - Philippines

NOTE: The exam for this course has been officially discontinued as of the 1st of January 2021. Delegates with similar interest might want to consider taking the ITIL® 4 Specialist: Create Deliver and Support CDS or ITIL® 4 Specialist: Drive Stakeholder Value DSV modules.

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

*The ITIL Service Operation exam is taken 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
• Sit your exam at your home, office, or work when you are ready

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