This course leads to the ITIL Certificate – Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
Service Operation
Out of stock
Description
Service Operation
[/fusion_text]
This course leads to the ITIL Certificate – Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.
The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.
| Length | 3 days |
| Target group | This course is suitable for individuals who require a detailed 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 organisationIt is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers. |
| Exam | The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass. |
| Prerequisites | Candidates wishing to be trained and pass the exam for this qualification must already hold the ITIL Foundation Certificate. |
You’ll learn
Detailed understanding of processes, functions and activities related to Service Operation of the Service Lifecycle.
- Introduction to service operation
- Service operation principles
- Service operation processes
- Common service operation activities
- Organizing for service operation
- Technology considerations
- Implementation of service operation
- Challenges, critical success factors and risks
Course content
Introduction to service operation
- The fundamental aspects of service operation and the ability to define them.
Service operation principles
- The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of service at agreed levels.
- Service operation inputs and outputs the relationship with other lifecycle phases
Service operation processes
- Service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
Common service operation activities
- How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
- How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
- How the operational activities of processes covered in other lifecycle stages contribute to service
- How IT operations staff should look for opportunities to improve the operational activities.
Organizing for service operation
- The role, objectives, responsibilities and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
Technology considerations
- The generic requirements of technologies that support service management across all lifecycle stages
- The specific technology required to support the service operation processes and functions.
Implementation of service operation
- Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
Planning and implementing service management technologies within a company
- The challenges (e.g. engagement with staff outside service operation, justifying funding)
- The critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.
Request Information
Please select your inquiry type below, then fill out the form and we’ll get in touch with you.
Additional information
| City | Stockholm |
|---|---|
| Training Provider | Aim 4 Knowledge |