Service Operation
Objectives:
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
Audience:
The anticipated audience for this training includes:
- individuals who require a detailed understanding of the Service Operation phase of the ITIL V3 Service Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
- IT professionals working within or about to enter a Service Operation environment, who require an understanding of the concepts, processes, functions and activities involved
- individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited to CIOs, Senior IT Managers, IT Managers & Supervisors, IT Professionals and IT Operational Practitioners.
Pre-requisites:
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.
Course Structure:
This classroom based course is a mix of lecture and discussion with practical exercises and coursework throughout.
The training includes detailed preparation for the examination which will be held at the end of Day Three.
Examination Format:
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
(Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks).
In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).
Documentation:
Full course documentation is included in the price.
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