Course 357:
ITIL® Lifecycle Stream: Service Operation

(3 days)

 

Course Description

This three-day course immerses learners in the overall concepts, processes, policies, and methods associated with the Service Operation phase of the Service Lifecycle. 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. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Learning Objectives

Upon completion of this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The subprocesses, activities, methods, and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors, and risks related with Service Operation

Customer Value

This course allows the learner to broaden and deepen their knowledge and understanding of the principles of the ITIL Service Operation phase. They will then be equipped to contribute effectively to ITIL-based service improvement efforts in their organizations and to contribute to leadership decisions in relation to the management and control of the activities of Service Operation. Upon successful completion of the associated certification, participants will have 3 credits towards an ITIL Expert certificate.

Who Should Attend

  • Individuals who have their ITIL Foundation Certificate and 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, and ITSM trainers involved in the ongoing management, coordination, and integration of operation activities within the Service Lifecycle

Prerequisites

  • Candidates for this course must hold an ITIL Foundation Certificate or ITIL
  • There is no minimum requirement but a basic IT literacy and around two years IT experience are highly desirable

Certification

Only candidates who have attended a course given by an accredited training provider may sit for the examination. Each examination consists of eight (8) multiple choice, scenario-based questions that will be scored on a gradient. Candidates writing the examination in their first language will have a maximum of 90 minutes to complete it. (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary.) A grade of 70% or higher is necessary to pass the exam.

Expert Qualification Credits

  • Upon successful passing of the ITIL Service Operation Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme
  • Project Management Institute – Professional Development Units (PDUs) = 24

Course Outline

Unit 1: Course Introduction

  • Introduction
  • Course Introduction
  • Course Learning Objectives
  • Unique Nature of the Course
  • Course Qualification Scheme
  • Course Agenda and Exam details
  • Course Agenda
  • ITIL Intermediate Classroom Course
  • ITIL Intermediate Expert Program Course
  • ITIL Intermediate Classroom Blended Course
  • ITIL Intermediate Virtual Classroom Blended Course

Unit 2: Introduction to Service Operation

  • 1 Purpose and Objectives
  • 2 Scope of the Process
  • 3 Context of Service Operation and the Service Lifecycle
  • 4 Business Value of the Process
  • 5 Service Operation Fundamentals
  • Summary of Unit 2

Unit 3: Service Operation Principles

  • 1 Achieving Balance in Service Operation
  • 2 Providing Good Service
  • 3 Operation Staff Involvement in the Service Lifecycle
  • 4 Operational Health
  • 5 Communication
  • 6 Documentation
  • 7 Inputs and Outputs
  • 8 Sample Test Question
  • Summary of Unit 3

Unit 4: Service Operation ProcessesPart 1

  • 1 Event Management
    • 1.1 Purpose and Objectives
    • 1.2 Scope of the Process
    • 1.3 Value to Business
    • 1.4 Policies, Principles, and Basic Concepts
    • 1.5 Designing for Event Management
    • 1.6 Use of Event Rule Sets and Correlation Engines
    • 1.7 Process Activities
    • 1.8 Triggers, Inputs, Outputs, and Process Interfaces
    • 1.9 Process Measurement
    • 1.10 Challenges and Risks
  • 2 Incident Management
    • 2.1 Purpose and Objectives
    • 2.2 Scope of the Process
    • 2.3 Value to Business
    • 2.4 Policies, Principles, and Basic Concepts
    • 2.5 Process Activities, Methods, and Techniques
    • 2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
    • 2.7 Process Measurement
    • 2.8 Challenges and Risks
  • 3 Problem Management
    • 3.1 Purpose and Objectives
    • 3.2 Scope of the Process
    • 3.3 Value to Business
    • 3.4 Policies, Principles, and Basic Concepts
    • 3.5 Process Activities, Methods, and Techniques
    • 3.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
    • 3.7 Process Measurement
    • 3.8 Challenges and Risks
  • 4 Sample Test Question
  • Summary of Unit 4

Unit 5: Service Operation ProcessesPart 2

  • 1 Request Fulfilment
    • 1.1 Purpose and Objectives
    • 1.2 Scope of the Process
    • 1.3 Business Value of the Process
    • 1.4 Policies, Principles, and Basic Concepts
    • 1.5 Process Activities, Methods, and Techniques
    • 1.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
    • 1.7 Process Measurement
    • 1.8 Challenges and Risks
  • 2 Access Management
    • 2.1 Purpose and Objectives
    • 2.2 Scope of the Process
    • 2.3 Business Value of the Process
    • 2.4 Policies, Principles, and Basic Concepts
    • 2.5 Process Activities
    • 2.6 Triggers, Inputs, Outputs, and Interfaces with Other Processes
    • 2.7 Process Measurement
    • 2.8 Challenges and Risks
  • 3 Group/Individual Exercise
  • Summary of Unit 5

Unit 6: Common Service Operation Activities

  • 1 Goal
  • 2. Monitoring and Control Services
  • 3 IT Operations
  • 4 Server and Mainframe Management and Support
  • 5 Network Management
  • 6 Storage and Archival
  • 7 Database Administration
  • 8 Directory Services Management
  • 9 Desktop and Mobile Device Support
  • 10 Middleware Management
  • 11 Internet/Web Management
  • 12 Facilities and Data Center Management
  • 13 Operational Activities of Processes Covered in Other Lifecycle Stages
    • 13.1 Change Management
    • 13.2 Service Asset and Configuration Management
    • 13.3 Release and Deployment Management
    • 13.4 Capacity Management
    • 13.5 Demand Management
    • 13.6 Availability Management
    • 13.7 Knowledge Management
    • 13.8 Financial Management for IT Services
    • 13.9 ITSCM
    • 13.10 Information Security Management
    • 13.11 Service Level Management
  • 14 Improvement of Operational Activities
  • 15 Group/Individual Exercise
  • 16 Sample Test Question
  • Summary of Unit 6

Unit 7: Organizing for Service Operation

  • 1 Functions of Service Operation
    • 1.1 Service Desk Function
    • 1.2 Technical Management Function
    • 1.3 IT Operations Management Function
    • 1.4 Application Management Function
  • 2 Roles
  • 3 Organizational Structures of Service Operation
  • 4 Group/Individual Exercise
  • 5 Sample Test Question
  • Summary of Unit 7

Unit 8: Technology Considerations

  • 1 Generic Technology Requirements
  • 2 Evaluation Criteria for Technology and Tools for Process Implementation
  • 3 Group/Individual Exercise
  • 4 Sample Test Question
  • Summary of Unit 8

Unit 9: Implementation of Service Operation

  • 1 Managing Changes in Service Operation
  • 2 Service Operation and Project Management
  • 3 Assessing and Managing Risks in Service Operation
  • 4 Operational Staff in Service Design and Service Transition
  • 5 Planning and Implementing Service Management Technologies
  • 6 Group/Individual Exercise
  • 7 Sample Test Question
  • Summary of Unit 9

Unit 10: Challenges, Critical Success Factors, and Risks

  • 1 Objective
  • 2 Challenges, CSFs, and Risks
  • Summary of Unit 10

Unit 11: Exam Preparation Guide

  • 1 Mock Exam 1
  • 2 Mock Exam 2

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