Software

Background

The ITIL® Intermediate Certificate in Service Operation forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of Service Operation processes and roles.

This course is intended to enable delegates with a Foundationlevel knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service operation worth 3 credits.

Content

This course will enable participants to:

• Understand the importance of Service Management as a Practice
• Lead discussions on Service Operation
• Understand Service Operation Principles and Processes
• Carry out common Service Operation activities
• Organize Service Operation effectively
• Recognise Service Operation functions and technologyrelated activities
• Understand how to implement Service Operation
• Understand and analyse challenges, Critical Success Factors and risks related to Service Operation.

Topics covered in the course include

Introduction to Service Operation:

• Service Operation in the Context of the Service Lifecycle Principles and Objectives
• Key Processes
• Functions and Common Service Operation 

Activities

• Service Operation and Business Value
• Challenges, CSFs and Risks

1. Service Operation Principles:

• Organizational Issues
• Achieving Balance
• Involvement in Service Design and Transition
• Operational Health
• Communication and Documentation

2. Service Operation Processes:

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Operational Activities of Other Lifecycle Phases

3. Common Service Operation Activities

4. Organizing Service Operation:

• Functions
• Roles and Responsibilities
• Organizational Structures

5. Technology and Implementation 

Considerations:

• Technology and Tooling
• Good Practice
• Challenges, CSFs and Risks
• Managing Change and Project Management

 Target participants

Before attending this course

Pre-work