Course: ITIL Expert - Service Operation

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate).

Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.

Candidates completing the course can expect to gain an understanding of the Service Operation Lifecycle.

This includes:
- competency in the Lifecycle's principles, processes, activities & functions
- an appreciation of the technology considerations for the Lifecycle
- an awareness of the implementation considerations for the Lifecycle
- insight into the operational challenges, risks and critical success factors of the Lifecycle

Course Outline:    • Introduction to Service Operation (SO)
- service as a concept (the role of utilities, warranties, capabilities & resources)
- service as a value proposition & value composition
- how SO fits into the ITIL Lifecycle
- the main purpose and objectives of SO
- the ITIL processes, functions and roles
- the value to the business

• Service Operations Principles
- organisational issues
- the importance of achieving operational balance
- providing service
- participation the other Service Lifecycle phases
- operational health
- communication
- documentation

• Service Operation Processes
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
(including the other ITIL Lifecycle processes that interface)

• Common Service Operation Activities
- monitoring & control
- IT operations
- mainframe management
- server management & support
- network management
- storage & archive
- database management
- directory services management
- desktop support
- middleware management
- internet/web management
- facilities & data centre management
( including IT security management in relation to the Lifecycle)

• Organising Service Operation Functions
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
- Roles and Responsibilities
- Organisational Structures

• Technology Considerations
- technology, tools and telephony requirements for the Lifecycle processes & activities

• Implementation Considerations
- managing change in Service Operations
- Service Operation & Project Management
- assessing & managing risk in Service Operations
- planning & implementing Service Management technologies

• Challenges, Critical Success Factors & Risks