ITIL Service Lifecycle Service Operation

• Can you confirm your course is accredited?

  Yes, we are pleased to say that our course and all of its materials have been fully accredited by PeopleCert

• Do I have to buy my own course materials?

  After payment has been made you will be provided with your own courseware folder, refreshments, official examination and official certificate. Please note that delegates are advised to purchase and read the following publication in advance of the course ISBN 9780113313075

• How much are the exams?

  We are happy to say that your ITIL examination is included in the overall course cost. All subsequent exam re-takes are subject to an additional fee

• Do I need to study before attending the course?

  Yes, as a pre-requisite, we advise that you should purchase and read the following publication in advance of the course ITIL Service Operation ISBN 9780113313075

• When do I get confirmation of the course that I booked?

  As soon as payment has been made and received may it be over the phone or via our online booking system, an email will be despatched detailing the course location, pre-course work, course agenda and payment receipt. Please keep this email for your own records

• I've had homework on other training courses but is there homework for this course?

  There will be work that requires completion each evening and will be set by the instructor at the end of each day.

• What are the course hours?

  The daily hours are on average 09:00 to 17:00. We would like for you to arrive at approximately 08:45. The instructor will discuss the remaining days upon your arrival on the first day.

• To BOOK please choose the COURSE DATES tab on the left to book your ITIL® course

ITIL® Service Lifecycle - Service Operation 3 day course covers the following topics:

Introduction

This intermediate 3 day ITIL® Service Lifecycle - Service Operation (SO) training course develops the materials learnt form ITIL® Foundation further to understanding Service Operation more in-depth. This programmes will enable delegates to gain additional skills in how to manage and control a Service Operation Service Lifecycle.

Candidates will gain the skills to manage projects with root-cause analysis and the knowledge on event, incident, and request and problem management. This course will also include Service Operation principles, processes and activities.

Prerequisites

In order to attend this course, delegates must:

• Have read 'An Introductory Overview of ITIL® V3'
• Completed the course ‘ITIL® Foundation’ in IT Service Management
• Be familiar with IT terminology
• Understand the Service Strategy Management context
• Completed Key Element Guide Service Transition pre-course work
• Completed Key Element Guide Service Operation pre-course work

Pre-Course Reading Material

• Have read 'An Introductory Overview of ITIL® V3'
• Read from Service Transition books
• Read from Service Strategy books

Who should attend this course?

• Programme Director
• Executives
• Capacity Managers
• Availability Managers
• Service Level Managers
• Business Continuity Managers
• Service Portfolio Manager
• Anyone who want to gain ITIL qualifications

Learning Outcomes

After completing this course, delegate will be able to:

• Have an in-depth knowledge on ITIL® Service Lifecycle
• Have knowledge on the Service Operation Principles
• Gain the skills to customise ITIL® Framework to different situations
• Have the skills to manage projects with critical success factors

Course Structure

This 3 days course will be divided into a two-part structure.

• In the first 2 days will cover the essential materials needed to understand ITIL®,
• The remaining 1 day will cover the essential materials needed to take the ITIL® Service Lifecycle - Service Operation exam.

Course Outline

This course will include the following topics:

• Introduction to ITIL® Service Lifecycle - Service Operation (SO)
• Features of ITIL® Service Lifecycle
• Features of Service Operation (SO)
• Key Concepts
• Terminology of ITIL®
• Definitions
• IT Service Management (ITSM)
• ITSM lifecycle stage
• International Service Management Standard
• IT Service Management
• ITIL Service Operation
• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Identity Management
• Service Desk
• Application Management
• IT Control Management
• Technical Management
• Root-Cause Analysis
• Common Architecture
• User Satisfaction
• Technical Support Teams
• ITIL Tools
• Service Operation Principles
• Service Operation Processes
• Service Operation Activities
• Technology Considerations
• Implementation Considerations
• Challenges
• Critical Success Factors
• Critical Risks
• Overview

ITIL® Service Lifecycle - Service Operation exam consists of:

• Knowledge of ITIL®
• Complex multiple choice examination
• ITIL methodology
• 8 questions
• 1½ hour
• Pass mark - 70%

• ITIL® Course Manual
• ITIL® Certificates
• ITIL® Experienced instructors
• Refreshments
• Pre-course ITIL® material provided before attendance
• ITIL® Capability Service Offerings & Agreements exam
• Official PeopleCert certificate

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