ITIL® Intermediate: Service Operation
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Learn to plan, implement, and optimise service operation processes that align with your organisational strategy in this ITIL Service Lifecycle training course. 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.
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
Important 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 toward 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 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 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.
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 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 service management technologies
- Identifying Critical Success Factors (CSFs)
Convenient Ways to Attend This Instructor-Led Course
Hassle-Free Enrolment: No advance payment required to reserve your seat.
Tuition Fee due 30 days after you attend your course.
In the Classroom
Live, Online
Private Team Training
In the Classroom — OR — Live, Online
Tuition Fee — Standard: £995
3 - 5 Oct
(3 Days)
9:00 AM - 5:30 PM BST
London / Online (AnyWare)
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13 - 15 Feb
(3 Days)
9:00 AM - 5:30 PM GMT
London / Online (AnyWare)
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5 - 7 Jun
(3 Days)
9:00 AM - 5:30 PM BST
London / Online (AnyWare)
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AFTERNOON START: Attend these live courses online via Anyware
22 - 24 Aug
(3 Days)
2:00 PM - 10:30 PM BST
Herndon, VA / Online (AnyWare)
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31 Oct - 2 Nov
(3 Days)
1:00 PM - 9:30 PM GMT
Rockville, MD / Online (AnyWare)
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28 - 30 Nov
(3 Days)
2:00 PM - 10:30 PM GMT
New York / Online (AnyWare)
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20 - 22 Feb
(3 Days)
2:00 PM - 10:30 PM GMT
Rockville, MD / Online (AnyWare)
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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.Private Team Training
Enroling at least 3 people in this course? Consider bringing this (or any course that can be custom designed) to your preferred location as a private team training.
For details, call 0800 282 353 or Click here »
Tuition Fee
Course Tuition Fee Includes:
Training Hours
Days 1 - 2 Course Hours:
9:00 a.m. - 5:30 p.m.
Two 15-minute breaks
45-minute lunch
Day 3 Course Hours - Last Day:
9:00 a.m. - 4:30 p.m.
Two 15-minute breaks
45-minute lunch
Free Course Exam*:
3:00 p.m. - 4:30 p.m.
*All AnyWare remote attendees will need to contact our Learning Tree Customer Service department prior to their course start date in order to make arrangements for taking the necessary ITIL exam.
Both Learning Tree and this course have been accredited by PEOPLECERT. As an Accredited Training Organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. PEOPLECERT is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organisations and individuals manage their projects, programmes, and services.
AFTERNOON START class hours:
2:00 p.m. - 9:30 p.m.
Last day class hours:
2:00 p.m. - 8:30 p.m.
Free Course Exam – Last Day:
8:30 p.m. - 9:30 p.m.
Each class day:
Informal discussion with instructor about your projects or areas of special interest
9:30 p.m. - 10:30 p.m.
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Earn 19 PDUs
PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.
This course is approved by PMI® for 19 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.
Business & Strategic : 19 PDUs