ITIL® Service Lifecycle: Service Operation Training

Level: Intermediate
RATING: 4.8/5 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.

ITIL<sup>&reg;</sup> Service Lifecycle: Service Operation Training

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:

APM Group--ITIL PMI 19 PDU

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
View Details & Schedule ›

Standard £995

GET STARTED

PRODUCT #991

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

Contact Us for Team Pricing

GET STARTED

Save More on Training with Learning Tree Training Vouchers!

Our flexible, easy-to-redeem training vouchers are available to any employee within your organisation. For details, please call 0800 282 353 or chat live.

In Class & Live, Online Training

  • 3 - 5 Oct (3 Days)
    9:00 AM - 5:30 PM BST
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 13 - 15 Feb (3 Days)
    9:00 AM - 5:30 PM GMT
    London / Online (AnyWare) London / Online (AnyWare) Reserve Your Seat

  • 5 - 7 Jun (3 Days)
    9:00 AM - 5:30 PM BST
    London / Online (AnyWare) 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) Online (AnyWare) Reserve Your Seat

  • 31 Oct - 2 Nov (3 Days)
    1:00 PM - 9:30 PM GMT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • 28 - 30 Nov (3 Days)
    2:00 PM - 10:30 PM GMT
    New York / Online (AnyWare) New York / Online (AnyWare) Reserve Your Seat

  • 20 - 22 Feb (3 Days)
    2:00 PM - 10:30 PM GMT
    Rockville, MD / Online (AnyWare) Rockville, MD / Online (AnyWare) Reserve Your Seat

  • 24 - 26 Apr (3 Days)
    2:00 PM - 10:30 PM BST
    Herndon, VA / Online (AnyWare) Herndon, VA / Online (AnyWare) Reserve Your Seat

  • 29 - 31 May (3 Days)
    2:00 PM - 10:30 PM BST
    New York / Online (AnyWare) 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

  • Requirements

    • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
  • Recommended Experience

    • Basic IT literacy and around two years of IT experience
  • 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
  • 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
  • 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

  • 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
  • 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 data centre management
    • Improving operational activities

    Operational aspects 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 practises
    • 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 service management technologies
    • Identifying Critical Success Factors (CSFs)

Team Training

ITIL Service Operation Training FAQs

  • 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).

  • 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.

Questions about which training is right for you?

call 0800 282 353
chat Live Chat




100% Satisfaction Guaranteed

Your Training Comes with a 100% Satisfaction Guarantee!*

  • If you are not 100 % satisfied, you pay no tuition fee!
  • No advance payment required for most products.
  • Tuition fee can be paid later by invoice - OR - at the time of checkout by credit card.

*Partner-delivered courses may have different terms that apply. Ask for details.

London / Online (AnyWare)
London / Online (AnyWare)
London / Online (AnyWare)
Online (AnyWare)
Rockville, MD / Online (AnyWare)
New York / Online (AnyWare)
Rockville, MD / Online (AnyWare)
Herndon, VA / Online (AnyWare)
New York / Online (AnyWare)
Preferred method of contact:
Chat Now

Please Choose a Language

Canada - English

Canada - Français