Course: ITIL Expert - Service Operation

The course builds on the general principles covered as part of the ITIL Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operations principals, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.

Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.

This course fee includes the exam.

Objectives

The purpose of the Service Operation course is to obtain knowledge on ITIL concepts and terminology. The course also examines organizational issues including functions, groups and teams, department operational health process structures that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

The course prepares delegates for the ITIL Lifecycle examination in Service Operation.

Topics covered include:

• 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