ITIL® Service Operation Course

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.

ConnectSphere offers these as on site courses or at public venues in Central London, Stevenage and Teddington.

Course Schedule

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
Organising Service Operation: functions
Technology considerations
Implementation considerations
Challenges, critical success factors and risks

Target Audience

This course is aimed at people who have already gained the ITIL® Foundation certificate in Service Management. 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.

Entry Criteria

Candidates must hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate). Candidates should have exposure to basic concepts in IT and related work experience of at least two years.

Exam and Professional Qualification

Students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination. The examination consists of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. Successful candidates will be awarded 3 credits.

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

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