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ITIL® v3 Lifecycle: Service Operation Training
Level: Intermediate
Rating:
4.72/5 Based on 165 Reviews
Learn to plan, implement, and optimise service operation processes that align with your organisational strategy with this ITIL Service Operation training. ITIL SO focuses on the managerial and control aspects of the operational environment for those who require a deeper understanding of the underlying concepts, processes/functions, and activities involved and management responsibilities and how they may be used to enhance overall service quality and service provision.
ITIL 4 is coming — but don't put your ITIL journey on hold ›
Key Features of this ITIL Service Operation Training:
- Self-paced, on-demand learning option
- Exclusive LinkedIn community support included
- ITIL exam voucher included
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 Training Solution That Best Fits Your Needs
ON DEMAND
On Demand & Instructor Coaching
Unlimited annual access to:
- On-demand ITIL SO modules, courseware, and instructor support
- Earn PMI PDUs for self-directed learning
- Exam voucher included
TRAINING AT YOUR SITE
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- 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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CONTACT USSave 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.
On Demand & Instructor Coaching
ITIL On-Demand Training Information
You get annual access to an on-demand ITIL SO course, official courseware, and support directly from the course instructor.
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Prerequisites
- Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)
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Certification Information
- Achieving the ITIL Intermediate Qualification: Service Operation certificate provides three credits towards your ITIL Expert certification.
On-Demand Training Outline
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Module 00: Course Introduction
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Module 01: Exam Tips
- Understanding the exam process
- Exam questions and grading
- Taking the exam
- Using the practise exams
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Module 02: Service Management as a Practise
- Components of the Service Lifecycle
- What is a Service?
- What Comprises Value?
- What is Service Management?
- A Process
- Generic Roles
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Module 03: Overview of Service Operation (SO)
- Purpose, Objectives, Scope of SO
- SO – Value to the Business
- Service Operation Challenges
- Service Operation Critical Success Factors
- Service Operation Risks
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Module 04: Exercise: ITSM and Failure
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Module 05: Service Operation Principles Part 1
- Achieving Balance in Service Operation
- Providing Good Service
- Involvement in Other Lifecycle Phases
- Operational Health
- Communication
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Module 06: Service Operation Principles Part 2
- Documentation
- SO Inputs and Outputs
- Generic Technology Considerations
- Exercise: “That’s Good Enough for Me”
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Module 07: Monitoring and Control Part 1
- Monitor Control Loops
- Simple
- Complex
- ITSM
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Module 08: Monitoring and Control Part 2
- Defining Objectives for Monitoring Control
- Types of Monitoring and Reporting
- Measurement, Metrics and KPIs
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Module 09: Common SO Activities Part 1
- IT Operations
- Server & Mainframe Management and Support
- Network Management
- Storage & Archive
- Database Administration
- Directory Services Management
- Desktop & Mobile Device Support
- Middleware Management
- Internet/Web Management
- Facilities & Data Centre Management
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Module 10: Common SO Activities Part 2
- Operational Activities in other Lifecycle Phases
- Improvement of Operational Activities
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Module 11: EXERCISE: ITSM Monitor Control Loop
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Module 12: Event Management Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
- Process Overview
- Roles
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Module 13: Event Management Part 2
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Designing for Event Management
- Technology Consideration
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Module 14: Request Fulfillment (RF)
- Purpose/Objective/Scope
- Value to the Business
- Policies/Principles/Basic Concepts
- Process Overview
- Roles
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Module 15: Request Fulfillment (RF) Part 2
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Technology Considerations
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Module 16: Incident Management (IM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
- Process Overview
- Roles
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Module 17: Incident Management (IM) Part 2
- Triggers, Inputs/Outputs &Interfaces
- Metrics
- Technology Considerations
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Module 18: Problem Management (PM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
- Process Overview
- Roles
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Module 19: Problem Management (PM) Part 2
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Technology Considerations
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Module 20: Access Management (AccM) Part 1
- Purpose & Objectives
- Value to the Business
- Policies/Principles/Basic Concepts
- Process Overview
- Roles
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Module 21: Access Management (AccM) Part 2
- Triggers, Inputs/Outputs & Interfaces
- Metrics
- Technical Considerations
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Module 22: Service Desk (SD) Part 1
- SD – Purpose/Goal/Objective
- Role of the Service Desk
- Organisational Structures
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Module 23: Service Desk (SD) Part 2
- Staffing Options
- Management Roles
- Metrics
- Outsourcing
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Module 24: Technical Management (TM)
- Technical Management Role
- Activities
- Design/Maintenance/Support
- Management Roles
- Metrics
- Documentation
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Module 25: IT Operations Management (ITOM)
- Operations Management Role
- Management Roles
- Metrics
- Documentation
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Module 26: Application Management (AM)
- Application Management Role
- Activities
- Application Management Lifecycle
- Application Management Organisation
- Management Roles
- Metrics
- Documentation
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Module 27: SO Organisational Structures
- Technical Specialization
- Activity, Process and Geography Based
- Hybrid
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Module 28: Implementation Considerations
- Managing Change
- SO & Project Management
- Assessing & Managing Risk
- Operational Staff in Service Design & Transition
- Planning & Implementing SM Technologies
ITIL Service Operation FAQs
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How will I access my course materials if I choose this method?
Once payment is received, you will receive an email from Learning Tree with all the links and information you need to get started.
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How do I use my exam voucher to take the ITIL SO exam?
After you receive your ITIL SO exam voucher from Learning Tree, the exam can be taken any time after the course is completed via ProctorU (online) or at an eligible testing centre.
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How do I receive PMI PDU's for the on-demand course?
This on-demand course qualifies to provide you with continuing education credits in the PMI Schema. To record your PDU's follow these steps:
- Go to https://www.pmi.org/
- Log in using your registered user name
- Go to myPMI, then select Report PDUs on CCRS
- Select Course or Training category
- Fill in all required information
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Related ITIL Training
ITIL® v3 Practitioner Certification TrainingITIL® v3 Lifecycle: Continual Service Improvement TrainingITIL® v3 Lifecycle: Service Strategy TrainingITIL® v3 Capability: Operational Support and Analysis TrainingITIL® v3 Lifecycle: Service Transition TrainingITIL® v3 Capability: Release, Control and Validation TrainingITIL® v3 Lifecycle: Service Design TrainingITIL® v3 Capability: Service Offerings and Agreements TrainingITIL® v3 Capability: Planning, Protection and Optimisation TrainingITIL® v3 Managing Across the Lifecycle Training
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