Course

ITIL Intermediate Lifecycle

Service Operation course

Intermediate examination

The course forms part of the ITIL® Intermediate qualification program.

Course Content

Introduction to Service Operation

  • Full understanding of Service Operation terms and core concepts
  • The functions contained within Service Operations including how they interact to make Service Operations work
  • The processes and service lifecycle phases that Service Operation interfaces with
  • The fundamental aspects of Service Operation and be able to define them

Service Operation Principles

  • How Service Operation is organized in relation to Functions, Groups, Teams, Department and divisions.
  • How an organization can achieve balance when dealing with internal verse external organizational focus, identifying the issues related to organizations who operate at the extremes of these balances
  • What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and the processes used by them
  • The creation, components and implementation of a complete communication strategy to be used with Service Operations

Service Operation Processes

  • The use of and interaction of each of the five key processes that make up Service Operation
  • The value to the business that each of the Service Operation processes contributes
  • The use of and interaction of all other lifecycle operational activities that contribute to Service Operation

Common Service Operation Activities

  • The difference between a Technology Centric and a Business Centric organization, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
  • How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organization

Organizing Service Operation

  • The objective, activities and roles of each of the four functions indentified in this unit and how to build a Service Operation model based on these functions
  • Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organization would be structured to use these roles

 

Technology Considerations

  • The technology that supports Service Operation, where and how these can be used
  • The technology required to support each of the Service Operations processes and functions: Event
  • Management, Incident Management, Request Fulfillment, Problem Management, Access
    Management and Service Desk

Implementation Considerations

  • Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
  • Implementing Service Operation technologies within a company
  • How to assess and manage risk with in a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel

Challenges, Critical Success Factors and Risks

  • The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
  • The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs

 

Target Audience

  • *   Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • *   Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • *   IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • *   Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • *   Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • *   A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.