ITIL® v3: Service Operations
3 days non residential
ITILv3 Lifecycle Module
Service Operations focuses on supporting operations day-to-day. It will focus upon all of the functions and processes required to deliver effective and efficient services that have completed the Service Strategy, Design and Transition phases; Service Operations will deal with the day to day requirements of the business and how these should be handled and dealt with, ranging from the Service Desk and Request Fulfilment through to incident and problem management. It also introduces the operation management functions; Technical, Operational, Facilities and Application Management.
It is primarily aimed at those roles responsible for delivering or managing the teams that deliver daily services to the organisation, often referred to as "business as usual".
Course 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
Who will the course benefit?
- 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 Content
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
Examinations
The training includes detailed preparation for the examination which will be held at the end of Day Three.
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%).
Notes
It is suggested that candidates re-familiarise themselves with the relevant content of their V3 Foundation/Foundation Bridge training prior to attendance.
In addition candidates are encouraged to read the following texts:
- ‘The Official Introduction to the ITIL Service Lifecycle’
(ISBN 978-0-11-331061-6)
- ‘Key Element Guide Suite’
(ISBN: 978-0-11-331088-9)
- ‘Service Operation’ Lifecycle
(ISBN 978-0-11-331046-3)
Follow-on Courses
No follow-on courses have been defined
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