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ITIL® Service Lifecycle: Service Operation

Course_Reference: 
GK-LSO
Manufacturer: 
0
Training_Provider: 
2
Summary: 

The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operations principals, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.

PreRequisites: 

Delegates are required to hold the ITIL® V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.

Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.

Audience: 

The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.

Objectives: 

The purpose of the Service Operation course is to obtain knowledge on ITIL® concepts and terminology. The course also examines organizational issues including functions, groups and teams, department operational health process structures that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.

Topics covered include:

  • The main principles and objectives of Service Operation
  • Challenges, Critical Success Factors and Risks
  • Organizational issues concerned with Functions, Groups, Teams, Department & Divisions
  • Achieving balance in Service Operations
  • Operational Health, Communication and Documentation
  • The activities commonly performed in the Service Operation arena
  • Improvement of Operational Activities
  • Implementation consideration
  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing & Managing Risk in Service Operations
  • Operational Staff in Design & Transition
  • Planning & Implementing Service Management Technologies

The course also covers the managerial and supervisory aspects of the ITIL® processes covered in the Service Operation stage:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
Description: 

The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operations principals, activities and technology considerations.

Keywords: 
ITIL,ITIL Service Lifecycle,Service Operation,covers general principles,covers technology considerations

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