ITIL® Service Lifecycle: Service Operation Training
Level: Intermediate
RATING:
4.77/5 Based on 319 Reviews
Learn to plan, implement, and optimise service operation processes that align with your organisational strategy in this ITIL Service Operation training. This three-day course provides you with the foundational knowledge needed to pass the ITIL Intermediate Service Operation certification exam, and three credits towards ITIL Expert certification.
Key Features of this ITIL Service Operation (SO) Training:
- Prepare for and pass the ITIL Service Operation exam
- Plan key activities for ITIL Service Operation processes
- Maintain stability in Service Operation while allowing for changes in design, scale, scope, and service
- Support operations through new models and architectures
- Evaluate Service Operation processes with critical success factors and KPIs
You Will Learn How To:
- Prepare for and pass the ITIL Service Operation (SO) exam
- Plan key activities for ITIL Service Operation processes
- Maintain stability in SO while allowing for changes in design, scale, scope, and service
- Support operations through new models and architectures
- Evaluate SO processes with critical success factors and KPIs
Certifications/Credits:
Choose the ITIL SO Training Solution That Best Fits Your Individual Needs or Organisational Goals
LIVE, INSTRUCTOR-LED
In Class & Live, Online Training
- 3-day instructor-led training course
- Earn 19 PMI PDUs
- One-on-one after-course instructor coaching
- ITIL Certification Success Package included
TRAINING AT YOUR SITE
Team Training
- Bring this or any training to your organisation
- Full - scale program development
- Delivered when, where, and how you want it
- Blended learning models
- Tailored content
- Expert team coaching
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In Class & Live, Online Training
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3 - 5 Oct (3 Days)
9:00 AM - 5:30 PM BST London / Online (AnyWare) Reserve Your Seat -
13 - 15 Feb (3 Days)
9:00 AM - 5:30 PM GMT London / Online (AnyWare) Reserve Your Seat -
5 - 7 Jun (3 Days)
9:00 AM - 5:30 PM BST London / Online (AnyWare) Reserve Your Seat -
AFTERNOON START: Attend these live courses online via Anyware
26 - 28 Sep (3 Days)
2:00 PM - 10:30 PM BST Online (AnyWare) Reserve Your Seat -
31 Oct - 2 Nov (3 Days)
1:00 PM - 9:30 PM GMT Rockville, MD / Online (AnyWare) Reserve Your Seat -
28 - 30 Nov (3 Days)
2:00 PM - 10:30 PM GMT New York / Online (AnyWare) Reserve Your Seat -
20 - 22 Feb (3 Days)
2:00 PM - 10:30 PM GMT Rockville, MD / Online (AnyWare) Reserve Your Seat -
24 - 26 Apr (3 Days)
2:00 PM - 10:30 PM BST Herndon, VA / Online (AnyWare) Reserve Your Seat -
29 - 31 May (3 Days)
2:00 PM - 10:30 PM BST New York / Online (AnyWare) Reserve Your Seat
Guaranteed to Run
When you see the "Guaranteed to Run" icon next to a course event, you can rest assured that your course event — date, time, location — will run. Guaranteed.ITIL Service Operation Course Information
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Requirements
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
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Recommended Experience
- Basic IT literacy and around two years of IT experience
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Course Preparation
- Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Operation, which you should read as part of the 21 hours of personal study
- You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2 and review your ITIL Foundation course materials
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Exam Information
- The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the course is completed via an online proctored exam with PeopleCert.
- Achieving the ITIL Intermediate Qualification: Service Operation certificate provides three credits towards your ITIL Expert certification
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All-Inclusive — ITIL Exam Success Package, After-Course Coaching, Exam Fee
- Learning Tree is with you from the beginning of your planning until you pass your certification exams with Unlimited FREE Exam and Course retakes for a year, plus coaching with your instructor to help you prepare for your exam or answer real-world ITIL implementation challenges. In fact, successful ITIL implementation often relies on key internal sponsors to ensure the required culture change occurs after ITIL training, so your instructor can help identify important next steps.
- ITIL course attendees that would like to retake their ITIL course or exam must do so within 12 months of the original course date and will not be charged for their retake. If an attendee fails an exam and then two retakes, the attendee must re-attend the course before taking the exam again.
ITIL Service Operation Course Outline
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ITIL Service Operation: 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
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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
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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 data centre management
- Improving operational activities
Operational aspects from other lifecycle phases
- Change, configuration and release
- Availability
- Capacity
- Service continuity
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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
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Technology-Related Issues
- Technology, tools and expertise requirements
- Defining architecture standards
- Involvement in the design and build of new services and operational practises
- Contributing to service design, service transition and continual service improvement projects
- Evaluating change requests
- Matching technology to the organisational situation
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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 service management technologies
- Identifying Critical Success Factors (CSFs)
Team Training
ITIL Service Operation Training FAQs
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Will this course prepare me for the ITIL Service Operation exam?
Yes, this course can help prepare your for the ITIL Service Operation exam. The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the course is completed via PeopleCert (online).
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How do I receive my PMI PDU credits?
Follow the directions on our PMI PDU page for instructions on how to submit for PDU credit.
Related ITIL Training
ITIL® Practitioner Certification TrainingITIL® Intermediate: Continual Service ImprovementITIL® Service Lifecycle: Service Strategy TrainingITIL® Intermediate: Operational Support and AnalysisITIL® Intermediate: Service TransitionITIL® Intermediate: Release, Control and ValidationITIL® Intermediate: Service DesignITIL® Service Capability: Service Offerings and AgreementsITIL® Intermediate: Planning, Protection and OptimisationITIL® Managing Across the Lifecycle Qualification
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