Based on the Service Operation publication of the ITIL library, this Lifecycle course looks at the whole Service Operation stage at a management level. This critical and highly visible ensures that services in the live environment continually meet agreed service level requirements. It is in this stage that the customer realizes the value of the service. This course explores the high level goals, objectives, processes, common activities and technologies needed to deliver and support high quality services. The course culminates with the ITIL Intermediate Service Operation certification examination.
Embedded into the three (3) day Service Operation course is our unique virtualization, Living the Lifecycle®. Woven through all ITSM Academy's ITIL Certification classes, this virtualization brings concepts and processes to life. Within a virtual business environment, as a group, we introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
Learning Objectives:
- Introduction to Service Operation
- Service Operations Principals
- Service Operation Processes
- Common Service Operation Activities
- Organizing Service Operation: Functions
- Technology Considerations
- Implementation Considerations Challenges, Critical Success Factors and Risks
The goals of effective Service Operation include, to:
- Coordinate and deliver key activities and processes required to provide and manage services at agreed levels to the business, users and customers
- Manage the technology and toolsets that are used to deliver and support services
- Manage, measure, control and provide feedback on improvements in the day to day operations
- Monitor performance, assess metrics and gather data to input into the Continual Service Improvement Process Area
Audience:
Anyone involved in managing Service Operation activities including
- Service Desk Managers
- Incident and Problem Managers and process owners
- Data Center and Monitoring Managers
- Infrastructure Managers
- Network Managers and systems administrators
- Business and IT consultants involved in the high level implementation of Service Management processes
- Individuals seeking to achieve the ITIL Expert™ or ITIL Master qualification
Delivery:
Course is delivered by instructors with real-life implementation experience in the SO processes. Learn from those who have actual hands on experience in achieving excellence at the Service Desk. Discuss with our instructors real life business benefits of the SO processes. Our students are immersed for 3 days in material that is presented in a fun, practical manner using exercises, sample exams and real life service management examples.
“The instructor made the class very interesting by interjecting a lot of discussions and personal experience.” ~ Service Operation Class Survey, September 2010
Prerequisites:
The ITIL Foundation Certification in IT Service Management - obtained through ITIL V3 Foundation or Foundation Bridge Course
Learners must complete at least 21 hours of personal study by reviewing the Service Operation publication.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Operation Certificate.
Diploma:
ITSM Academy is Licensed by the Commission for Independent Education, Florida Department of Education to offer occupational IT Service Management Professional (ITSMP)® Diplomas. This course earns ITSMP students credits toward their Change Manager, Support Manager and/or Service Level Manager Diplomas.
ITIL Expert:
Earn 3 credits of the 22 required to achieve the ITIL Expert™ Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals earn 22 contact hours or PDUs upon completion of this course.
Instructors:
As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL Experts™ and Service Operation Certified and have successfully completed ITSM Academy's Service Operation Train-the-Trainer Program.
Course / Student Material:
- Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours)
- Access to pre-course recorded training
- Reviews key ITIL Foundation concepts
- Describes pre-class reading and assignments
- Provides tips for exam preparations
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
- The Service Operation exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL book - Service Operation - before the first class date...a minimum 21 hours of personal study.
- The ITIL core books are not included with this course, access to the Lifecycle Suite is required. The books can be purchased from ITSM Bookstore.
- Maximum Learners per Class is 18.
Unless otherwise noted, classes are held in one of ITSM Academy's Training Centers. Convenient by air, car or train. Hotel discounts available to ITSM Academy learners.
Contact us for corporate, onsite delivery of this class.
Please Note: ITIL Foundation certification is required to take the Exam. Proof of certification must be provided to ITSM Academy a minimum 2 weeks prior to the start of class. Please email certification information to exams@itsmacademy.com or fax it to 954.252.2487.
Next Steps: Other ITIL Capability and Lifecycle courses - click here for guidance.
ITSM Academy Open Enrollment Class Terms and Conditions.
ITIL Lifecycle Course Service Operation.
