ITIL® Service Operations

Learn how to adopt service management best practices in an organization

Course Code : 7007

Overview

The ITIL – Service Operations module is one of the certification tracks offered within the ITIL Service Lifecycle work stream. The Service Operations track emphasizes the principles, processes, operational activities and functions that help an organization as well as individual professionals manage the performance of their products and services successfully.

In ITIL Service Operations course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service operation core volume. Through a series of lectures and hands-on practical exercises, participants will be prepared for both the adoption of service management best practices in the organization and for the certification exam that occurs at the end of the class. This course focuses on topics such as service operation principles, organizing for service operation, challenges, risks, common service operation activities and key performance indicators.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service operation exam results.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule Classes

Looking for more sessions of this class?
itil

Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

Service operation processes:

  • Event management
  • Incident management
  • Problem management
  • Request fulfillment
  • Access management

Service operation functions:

  • Service desk
  • Technical management
  • IT operation management
  • Application management

Outline

  • History of ITIL
  • What is a service?
  • Utility, warranty and value
  • Assets, resources and capabilities
  • What is service management?
  • Stakeholders
  • Processes and function
  • Generic service management roles
  • The service lifecycle map
  • Purpose of service operation
  • Objectives of service operation
  • Scope of service operation
  • Business value of service operation
  • Inputs and outputs
  • Service operation to service strategy
  • Service operation to service design
  • Service operation to service transition
  • Service operation to continual service improvement
  • Maintaining balance in service operation
  • Recognizing signs that the organization is out of balance
  • Importance of providing good service
  • Role of operations professionals in other lifecycle stages
  • Importance of operations professionals involvement in service management
  • Importance of monitoring the health of operational services
  • Importance of good communication and effective documentation
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Technical activities of service operation
  • IT operations and processes within service management
  • Describe common technical activities
  • Identifying process improvements to operational activities
  • Role
  • Objectives
  • Organizational structures
  • Professional and environmental considerations
  • Key considerations for outsourcing
  • Key roles
  • Role
  • Objectives
  • Activities
  • Organizational Structures
  • Relationship between technical design and technical maintenance and support
  • Metrics
  • Importance of technical documentation, maintenance schedules and skills inventories
  • Key roles
  • Role
  • Objectives
  • Organizational structures
  • Metrics and measurements
  • Important documentation
  • Key roles
  • Roles
  • Objectives
  • Phase of the application management lifecycle
  • Activities
  • Organizational structures
  • Metrics and measurements
  • Important documentation
  • Key roles
  • Organizing by technical specialization
  • Organizing by activity
  • Organizing to manage processes
  • Organizing IT operations by geography
  • Hybrid organizational structures
  • Combined functions
  • Organizing application and technical management
  • Considerations for service operations tools and technology
  • Good practices for the implementation of service operation
Each participant receives a copy of the following Kindle books:

  • Service Operation: Practical Applications of Operation Concepts, Processes and Best Practices
  • Core Elements of Service Operation
  • Service Operation Practice Exam Questions – Set I
  • Service Operation Practice Exam Question – Set II
View More

Prerequisites

In order to pursue this ITIL – SO certification, having an ITIL Foundation certification (v3 or newer) is mandatory. Ideally, 2 or more years of related work experience is recommended. It is highly advisable to read ITIL Service Operation 2011 Edition.

Who Should Attend

The ITIL – Service Operations course is highly recommended for:

  • IT professionals
  • Service desk professionals
  • Business professionals
  • Executive leadership
  • Service management professionals
  • Incident managers
  • Problem managers
  • IT governance professionals
  • Financial management professionals
  • Business relationship managers
  • Service level managers
  • Service transition professionals
  • Release and deployment management professionals
  • Knowledge management professionals
  • Service operation professionals
  • Change managers
  • Quality improvement professionals

Interested in this course? Let’s connect!

ITIL Certification Exam

The ITIL® Service Operation certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answer reward a different number of points based on level of accuracy according to the following scale:

    • Best answer – 5 points
    • 2nd Best answer  – 3 points
    • 3rd Best answer – 1 point
    • Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Service Operation certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service operation core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in the ITIL® certification scheme.

Customer Reviews

Name
Email
Rating
Comments

No reviews yet