ITIL Service Operation

Introduction to service operation

• The purpose, objectives, scope and business value of service operation
• The context of service operation in the ITIL service lifecycle

Service operation principles

• How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
• Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
• Service operation inputs and outputs

Service operation processes

• The use, interaction and value of each of the service operation processes: event management, incident management, request fulfillment, problem management, and access management

Common service operation activities

• How the common activities of service operation are coordinated for the ongoing management of the technology that is used to deliver and support the services
• How the operational activities of processes covered in other lifecycle stages contribute to service operation
• How IT operations staff should look for opportunities to improve the operational activities.

Organizing for service operation

• The role, objectives and activities of each of the four functions of service operation
• Service operation roles and responsibilities

Technology considerations

• Technology requirements that support service management across all lifecycle stages including service operation

Challenges, critical success factors and risks

On completion of this course, the following learning outcomes will be achieved:

• Introduction to service operation
• Understanding service operation principles
• Service operation processes
• Understanding common service operation activities
• Organizing for service operation
• Technology considerations
• Implementing service operation
• Challenges, critical success factors and risks

The target audience for this course and qualification are:

• IT consultants
• IT service providers
• IT senior managers
• IT managers and supervisory staff
• IT audit managers
• IT security managers
• Service designers
• IT architects who require a deep understanding of related ITIL processes in order to enhance their role-based capabilities and to contribute to the evolution and improvement of ITIL processes and services within their organisation

Participants who successfully complete the course and pass the examination will be recognized as certified with ITIL Service Operation Intermediate Certificate under the AXELOS certification scheme.

Delegates who do not attain a passing score for the examination would be awarded a course attendance certificate only.

EXAMINATION FORMAT

• 8 Scenario-based Multiple Choice Questions
• Gradient scoring system with 5, 3, 1 and 0 marks attributed to each answer
• 28 marks required to pass (out of 40 available) – 70%
• 90-minutes duration
• Closed-book

Participants wishing to sit the qualification examination must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.