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ITIL® Service Lifecycle – Service Operation

////ITIL® Service Lifecycle – Service Operation

ITIL® Service Lifecycle – Service Operation

Course ID: ITILSO 4 Days
   

ITIL® Service Lifecycle – Service Operation

Overview

The Service Operation (SO) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT Service Management.

The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.

The course covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Operational Support and Analysis module from the Service Capability work stream.

Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.

Description

AUDIENCE

  • Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service
  • Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

CERTIFICATION

ITIL Intermediate

EXAM

ITIL Service Lifecycle – Service Operation exam

INVESTMENT

Instructor-led / Virtual Instructor-led

Singapore: SGD2,645
Malaysia: MYR7,000
Thailand: THB61,000
India: USD2,000

PREREQUISITES

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

OBJECTIVES

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.

COURSE CONTENT

Module 1: Introduction to service operation

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL® service lifecycle
  • The fundamental aspects of service operation and the ability to define them

Module 2: 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

Module 3: Service operation processes

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

Module 4: 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 monitoring, reporting and control of the services contributes to the ongoing management of the services and 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

Module 5: Organizing for service operation

  • The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
  • Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.

Module 6: Technology considerations

  • The generic requirements of technologies that support service management across all lifecycle stages
  • The specific technology required supporting the service operation processes and functions

Module 7: Implementation of service operation

  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
  • Planning and implementing service management technologies within a company.

Module 8: Challenges, critical success factors and risks

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service.

What’s Next

The SO module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

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