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ITIL Service Operation

ITIL Service Operation
Course Description Overview

Course Specifications

The use of these materials assumes delivery by a properly accredited trainer through an appropriately certified training organization.  

Course Number:

035070

Course Length:

3 days

Course Description Overview:

The ITIL Intermediate certificate in Service Operation (SO) is a course that can be run over three or four days (depending upon the requirements of the training group). Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Operation phase of the Service Lifecycle, aligned to the current version, ITIL: 2011. Delegates will also prepare for and sit a 90 minute, complex multiple-choice examination. The course consists of lectures, detailed group exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the final day.

 

Course Objectives:

The purpose of the ITIL Intermediate certificate in Service Operation is to certify that the delegate has gained a thorough and detailed knowledge of operational principles, advanced concepts, and has comprehended the essential management requirements for practices in this phase of the Service Management Lifecycle. When the delegate has completed this course, they should be confident in their ability to approach core operational activities, such as:

 

  • Improve the organisations’ business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment
  • Establish enterprise IT operations and monitoring practices to assure successful IT service delivery
  • Stabilise steady state and lights-on practices by integrating Events to Incident and Problem Management
  • Improve Service Desk performance by implementing end-to-end ownership of Incidents
  • Assure that the promise of the implemented services are meeting the needs of the customers
  • Move from reactive operations to proactive management by assuring support processes adhere to defined policies
  • Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
  • Assure the type and amount of application and technical resources are available when needed

 


Target Student:

Who should attend this course and why is it beneficial to gain this certification?

 

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

 

The Service Operation Qualification would most likely suit the following candidates:

 

  • Chief Information Officers
  • Chief Technology Officers
  • General IT Management
  • Supervisor staff
  • Team leaders: Designers, Architects, Planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • IT professionals involved in continual service improvement

 

The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

 

 

Prerequisites:

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management.

 

Course-specific Technical Requirements Hardware:

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Course-specific Technical Requirements Software:
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Course Content:

A detailed listing of the course content and syllabus coverage for accredited courses.

 

This ITIL lifecycle course will provide delegates with the knowledge and management principles required to formulate strategies, policies and plans for the successful implementation, improvement and management of Service Operation. Attending this course will equip delegates with a sound understanding and practical guidance on transforming a service provider organisation from being technology-led to being business-led. The course also ensures a thorough understanding of associated activities, roles, responsibilities, challenges, risks and critical success factors:

 

  • Processes and support tools that provide an end-to-end view of Service Operation
  • An overall view that facilitates detection of threats or failures to service quality
  • Review of Service Strategy processes including: Incident Management, Problem Management, Request Fulfilment, Event Management, and Access Management
  • Review of core Service Operation activities, including: Monitoring and Control, Mainframe Management, Server Management and Support, Network Management, Database Management, Desktop Support, Internet/Web Management, Facilities and Data Centre Management
  • Interaction of Service Operation processes with other Service Lifecycle processes
  • Mapping of Service Operation functions to roles, responsibilities and activities

 

As with all the Service Lifecycle training courses there is a thorough review of ITSM technology and implementation considerations for the key processes in this phase of the lifecycle. There is also a review of the important considerations required for continual service improvement.

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Certification reference (where applicable)