ITIL® v3 Intermediate Qualification: Service Operation

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 Operations while allowing for changes in design, scale, scope and service levels
Support operations through new models and architectures such as shared services
Evaluate Service Operations 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 v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Workshop Course

Through extensive activities, you gain knowledge of the Service Operation processes. Workshops include:

Applying the Incident Management Lifecycle to quickly restore normal operation
Enabling internal customers to use a service while protecting against unauthorised access
Preventing recurring problems and resulting incidents with effective Problem Management
Ensuring decision making that balances stability vs. responsiveness and quality vs. cost

Important Course Information

Pre-course 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) is required to take the ITIL Certification Exam on the final day

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate or the v3 Foundation Bridge Certificate.

It is also strongly recommended that candidates complete the pre-course work, which includes reading the Key Element Guide Service Operation, reviewing the certification syllabus and reading the ITIL Service Operation book in advance of attending the course.

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

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

Operational activities of other ITIL processes

Change, Configuration and Release Management
Capacity and Availability 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 management
Managing directory services and desktop support
Facilities and datacenter management
Managing IT security in service operations
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 operations
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

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