Overview
ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Ser-vice Transition (ST), Service
Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:
The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The primary focus is the Lifecycle itself as well as the processes and prac-tice elements used within it.
The Service Capability stream is for those who wish to obtain an in depth under-standing of specific ITIL® processes and roles. The primary focus is on process activi-ties, process execution and use throughout the IT Service
Lifecycle.
The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace. The Ser-vice Operation Certificate is a free-standing qualification but is also part of the ITIL® inter-mediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service
Management (ITSM). The purpose of this module, exam and certificate is, to im-part, test, and validate the knowledge on industry practices in IT Service Management as documented in the ITIL® Service Operation publication.
Prerequisites
An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.
Target Audience
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the
ITIL® core Lifecycle and the affected processes, functions and activities and their application.
Objectives
This qualification provides a complete management-level overview of Service Operation including all its related activities. Candidates can expect to gain competencies in the following:
Introduction to Service Operation
Course Outline :: ITIL® Service Operation::
Service Operation principles
Service Operation processes
Common Service Operation activities
Organizing for Service Operation: functions
Technology considerations
Implementation of Service Operation
Challenges, critical success factors and risks.
In addition, the training for this certification includes examination preparation, and a mock examination.
Day 1
- 1. Course Introduction
Introduction to Service Operation
Purpose and objectives
Scope of Service Operation
Context within the Service Lifecycle
Short summary of the lifecycle phases
Service Operation Fundamentals
The Processes within Service Operation
The functions within Service Operation
The value to the business
The ITIL® Certification scheme
The exam format
- 2. Principles
Organizational issues including: Functions, Groups, Teams, Departments, Divisions and Roles
Achieving balance; stability versus re-sponsiveness, internal versus external view, etc.
Providing Service
Involvement in Service Strategy, Design, Transition and CSI
Operational Health
Communication
Documentation
Course Outline :: ITIL® Service Operation::
Inputs and outputs to the other lifecycle phases
- 3. Processes
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Day 2
- 4. Activities
Monitoring and Control
IT Operations
Mainframe Management
Server Management
Network Management
Storage and Archive
Database Management
Directory Services Management
Desktop Support
Middleware Management
Internet/Web Management
Facilities and Data Center Management
IT Security Management in relation to Service Operation
Improvement activities
Operational Activities of processes cov-ered in other lifecycle stages
- 5. Organizing Service Operation
Functions:
Service Desk,
Technical Management,
IT Operations Management.
Application Management
Roles and Responsibilities
Course Outline :: ITIL® Service Operation::
Organizational Structures
Day 3
- 6. Technology Considerations
Generic Requirements
Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Service Desk
- 7. Implementation and Improvement
Managing Change in Service Operations
Service Operation and Project Manage-ment
Assessing and Managing Risk in Service Operations
Operational Staff in Design and Transition
Planning and Implementing Service Man-agement Technologies
Day 4
- 8. Challenges, Critical Success Factors and Risks
Challenges for Service Operation Manag-ers
Critical Success Factors
Risks
- 9. Appendices
Business case study and exercises
Sample Exams
Feedback
Recap
Programme scope, delivery arrangements and suitability are confirmed during enquiry.