- ITIL Foundation (classroom)
- ITIL Foundation (blended)
- ITIL One Day Overview
- ITIL Introductory Workshop
- Lifecycle: Service Strategy
- Lifecycle: Service Design
- Lifecycle: Service Transition
- Lifecycle: Service Operation
- Lifecycle: CSI
- Capability: Operational Support & Analysis
- Capability: Service Offerings & Agreements
- Capability: Planning, Protection & Optimisation
- Capability: Release, Control & Validation
- Managing Across the Lifecycle
- BCS Specialist: Business Relationship Management
- BCS Specialist: Change Management
- BCS Specialist: Problem Management
- BCS Specialist: Service Desk & Incident Management
- BCS Specialist: Service Level Management
- BCS Specialist: Supplier Management
ITIL Service Operation Lifecycle Module
ITIL® is recognised internationally as the best practice approach to IT Service Management aligning the provision of IT Services with the needs of the business. It is used globally by thousands of organisations throughout the private and public sectors to improve the way in which they implement and manage IT Services.
The ITIL Lifecycle Module in Service Operation is a stand-alone module but also part of the ITIL Intermediate Lifecycle stream. It is also one of the modules that leads to the ITIL Expert in IT Service Management.
To find when the next course is running in your area, please contact us on 0845 467 7029.
Audience: Who is the course for?
- CIOs and CTOs
- Managers and team leaders
- Designers and architects
- Planners
- IT consultants
- IT audit managers
- IT security managers
- ITSM trainers
- Those who require a deeper understanding of the ITIL Service Operation stage of the ITIL Service Lifecycle and how its activities can be implemented to improve the quality of IT service management within an organisation
- Those working within a service operation environment and who require an 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 the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Course duration:
Three days (the exam is normally taken during the afternoon of the third day)
Benefits to the individual:
- Recognised professional qualification
- Understand the application of ITIL guidelines and frameworks that contribute to industry best practice within the service operation area
- Helps individuals to improve the quality of IT service management within an organisation
- Pre-requisite module for ITIL Expert certification in IT Service Management
Benefits to the business:
- The adoption of proven best practice processes results in improved IT services and increased productivity throughout the business
- Improved customer satisfaction and less down time through quicker fixes
- Better process management leads to increased efficiency and reduced costs
- The framework is flexible, scalable, and systematic and can be used within different organisations irrespective of size or industry
Pre-requisites:
Delegates must have passed ITIL Foundation Certificate in IT Service Management in order to attend ITIL Service Operation and will need to present their certificate as documentary evidence to gain admission. It is highly recommended that delegates read the ITIL Service Operation pre-course reading in advance of attending the course. Delegates will also need to undertake at least 21 hours of self-study reviewing the syllabus and course materials to prepare for the exam.
Course outline:
The objectives of the ITIL Service Operation course are:
- To provide a detailed understanding of ITIL service operation and how it can be implemented to enhance the quality of IT service provision within an organisation
- For delegates to gain an understanding of the actions and processes required to deliver and manage services at agreed levels to business users and customers
- For delegates to gain an understanding of the actions and processes required for successful on-going management of the technology that is used to deliver and support services.
The course is conducted through interactive group study using practical examples and activities. Over the three day course, the following topics are covered.
Introduction to service operation
- The purpose, objectives and scope of service operation
- The value to the business
- The context of service operation in the ITIL service lifecycle
- The fundamental aspects of service operation and the ability to define them.
Service operation principles
- How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
- Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
- Service operation inputs and outputs
Service operation processes
- The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management
Common service operation activities
- How the common activities of service operation are co-ordinated for the on-going management of the technology that is used to deliver and support the services
- How monitoring, reporting and control of the services contributes to the on-going 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 operation
- How IT operations staff should look for opportunities to improve the operational activities
Organising for service operation
- The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
- Service operation roles and responsibilities, where and how they are used as well as how a service operation organisation would be structured to use these roles
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.
Challenges, critical success factors and risks
- The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.
Exam details:
A 90 minute exam is taken on day three of the course. The exam consists of eight multiple choice, scenario-based, gradient scored questions. Each question will have four possible answer options – one is worth five marks, one is worth three marks, one is worth one mark and one is an incorrect answer worth no marks.
The pass mark is 28/40 or 70%. This is a closed book exam i.e. entrants may not refer to any course materials or their own notes. Delegates who pass the exam will be awarded the ITIL Service Operation certificate.