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Overview
The constant barrage of new technologies and ever evolving business requirements demands an updated approach to IT Service Operation.
Based on the Service Operation publication of the ITIL® core library, this three (3) day instructor-led course provides best-practice advice and guidance on all aspects of managing the day-to-day operation of an organization's IT Services. It covers issues relating to the people, processes, technology and relationships necessary to ensure the high-quality, cost-effective provision of IT service necessary to meet - and exceed - business needs.
Embedded into this course is our unique virtualization, Living the Lifecycle® which 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
Intended Audience
The primary audience is:
- CIOs, CTOs, IT and Business Professionals and Process Owners involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle
- Individuals who require a detailed understanding of the ITIL® Service Operation stage and how it may be implemented to enhance the quality of IT service provision within an organization
- Individuals seeking to achieve the ITIL Master or ITIL Expert™ Certification
At Completion
Upon successful completion students will understand:
- 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
Prerequisites
Candidates for this course have:
- ITIL Foundation – obtained through ITIL Foundation or Bridge Course
- Prerequisite Certification must be Provided Prior to Class Start
Recommended:
- 2 years IT Service Management experience
- A minimum of 21 hours of personal study
Note: 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.
Exams & Certifications
Successfully passing (70%) the 90 minute exam, consisting of eight (8) complex, multiple choice scenario-based questions, leads to the ITIL Intermediate Certificate.
Materials
Course Outline
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