0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Operation

 
Course: 991   Duration: 3 Days   PMI: 19
 
 

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
  • Plan key activities for service operation processes
  • Maintain stability in service operation while allowing for changes in design, scale, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Evaluate service operation processes with critical success factors and key performance indicators

Course Benefits

In order to provide effective and efficient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL service operation best practices. In this course, you learn how to plan, implement and optimise the service operation processes and gain the skills required to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Workshop Course

Through extensive activities, you gain knowledge of the service operation processes. Workshops include:
  • Considering service operation functions and processes
  • Identifying service operation processes managed and controlled during other service lifecycle stages
  • Matching activities to common service operation (CSO) areas
  • Assessing service operation organisation structures

Related Courses

  • 3811 Putting ITIL® into Practice
  • 983 ITIL® Intermediate Qualification: Managing Across the Lifecycle
  • 982 ITIL® Intermediate Qualification: Service Strategy
  • 992 ITIL® Intermediate Qualification: Service Transition
  • 993 ITIL® Intermediate Qualification: Service Design
  • 994 ITIL® Intermediate Qualification: Continual Service Improvement
  • 996 ITIL® Intermediate Qualification: Release, Control and Validation
  • 997 ITIL® Intermediate Qualification: Planning, Protection and Optimisation
  • 998 ITIL® Intermediate Qualification: Service Offerings and Agreements

 
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries. The Swirl logoTM is a Trade Mark of the Office of Government Commerce.
   ITIL<sup>®</sup> Intermediate Qualification: Service Operation

Upcoming Dates

Live online classroom training.Attend highlighted events in person or live, online via Learning Tree AnyWareTM.

UK Dates

15-17 FebLondon
23-25 MayLondon
29-31 AugLondon
19-21 DecLondon

US East Coast Dates

14-16 MarNew York*
21-23 MarWashington, DC*
2-4 MayWashington, DC*

*New York and Washington, DC Courses – Available online with a run time of 2pm to 9pm BST.

For AnyWare enrolments, please register at least 10 days prior to the start of the course.

Mainland Europe Dates

22-24 MayBrussels
28-30 AugBrussels

For complete schedule, please visit www.learningtree.co.uk
 
http://www.learningtree.co.uk/courses/uk991.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Operation

 
Course: 991   Duration: 3 Days   PMI: 19
 
 
Course Content
 

Introduction and Overview

Service operation and the overall ITIL Lifecycle

  • Principles and objectives
  • Functions and common activities
  • How service operation creates business value

Balancing conflicting goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities

Core Service Operation Processes

Policies, principles and basic concepts

  • Purpose and objectives
  • Value to business
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Challenges and risks

Primary ITIL processes within service operation

  • Event management: active and passive monitoring
  • Restoring normal service quickly through incident management
  • Request fulfillment
  • Managing problems with root cause analysis
  • Access management

Common Service Operation Activities

Monitoring and control of IT operations

  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the infrastructure

  • Mainframe, server and network management
  • Storage and database administration
  • Managing directory services and desktop support
  • Facilities and datacentre management
  • Improving operational activities

Operational aspects of processes from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

Organising for Service Operation

Mapping service operation functions to activities

  • Roles and responsibilities
  • Understanding the organisational context

Service operation structure

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Key functions of the service desk

  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed

Structuring the service desk

  • Local vs. centralised
  • The virtual service desk
  • Follow the sun operation

Technology-Related Issues

  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to service design, service transition and continual service improvement projects
  • Evaluating change requests
  • Matching technology to the organisational situation

Implementation Challenges and Risks

  • Managing change in service operation
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning and implementing service management technologies
  • Identifying critical success factors (CSFs) and how they contribute to service operation
 
http://www.learningtree.co.uk/courses/uk991.htm
 
 
0800 282 353 or +44 1372 364610
Productivity through Education®
 
 

ITIL® Intermediate Qualification: Service Operation

 
Course: 991   Duration: 3 Days   PMI: 19
 
 

Important Course Information:

  • Precourse reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Service Operation Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

Exam Entry Criteria:

Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route.

It is also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Course Fees
£ 1,565Standard Fee
Fee with a Savings Plan
£ 1,2252-Course Passport
£ 1,0853-Course Passport
£ 1,0004-Course Passport
£ 1,600Voucher 10-Pack

Your Course Fee Entitles You To...

  • Class participation
  • Team workshops
  • Use of in-class hands-on equipment
  • Comprehensive course materials
  • Morning and afternoon refreshments
  • Course Completion Certificate
  • FREE participation in the Learning Tree Professional Certification Programmes (including related exams)
  
 

Savings Plans

2-Course Passport
  • 2 Courses in 12 months for £2,450
  • As little as £1,225 per course
  • Savings up to 45% per course
3-Course Passport
  • 3 Courses in 24 months for £3,250
  • As little as £1,085 per course
  • Savings up to 50% per course
4-Course Passport
  • 4 Courses in 24 months for £4,000
  • As little as £1,000 per course
  • Savings up to 55% per course
Training Vouchers
  • Save as much as £675 per course
  • Fully transferable
  • As low as £1,600 per course
* Exact savings may vary depending on courses selected.

Your Guarantee of Satisfaction

Unless you feel 100% satisfied that Learning Tree delivered even more than you expected, there is no fee for your course attendance. Our Guarantee of Quality lets you experience the value of the course - and then pay only if you feel the course was well worth the fee.

Enrolling is Easy and Flexible!

Enrol by phone or online. If your plans change, just let us know and, without a fee, you can transfer to another course or cancel your enrolment. Pay after you've taken the course, and then only if you are 100% satisfied.
 
http://www.learningtree.co.uk/courses/uk991.htm