Course Summary
This 3 day course provides a detailed exploration of the Service Operation phase of the ITIL Service Lifecycle.
The course takes an in-depth look at ITIL guidance and moves onto the practical methods of applying Service Operation in organisations today.
Questions? Just ask.
Speak to a specialist before you book.
Call us on +44 (0) 1753 859 344 or email us at hello@thynk.co.uk.
Key Info
Who the course is for and what you’ll get out of it.
Who Should Attend
This course is suitable for all IT professionals requiring a knowledge of ITIL Service Operation.
This may include:
- CIOs, CTOs and executive IT staff
- IT managers and team leaders
- IT Service Management (ITSM) staff
- IT professionals involved in strategic planning, execution and control
- Anyone who is working toward the ITIL V3 Expert or Master certificate
What You Will Learn
- Service Operation principles
- Managing all Service Operation processes and common activities
- Delivering IT services at agreed levels
- How to implement Service Operation and key considerations
- Options for the use of supporting technology
- Critical success factors and risks
Prerequisites
You need to hold the ITIL V3 Foundation certificate to enrol for this course.
You can also attend this course if you hold both the ITILV2 Foundation and Foundation Bridge certificates.
Certification
Successful candidates obtain the ITIL Lifecycle certificate in Service Operation.
The 90 minute exam contains 8 multiple choice, gradient scored questions with a pass mark of 28 correct answers from 40 (70%).
This certificate also counts as 3 credits towards the 22 required to obtain the ITIL Expert
How to book
Run this course in-house, or attend one of our public courses throughout the UK.
Public Courses
To obtain our latest public schedule for this course, call us on +44 (0) 1753 859 344 or enter your email address below and we’ll contact you today.
In-house Training
This course is available at any location across UK and Europe.
In-house, corporate bookings carry significant discounts and are customisable to your requirements.
Call us on +44 (0) 1753 859 344 to talk to a training specialist or email us at hello@thynk.co.uk.
You can tell us more about your business by completing our enquiry form and we’ll send you a full quotation the same day.
Course Contents
3 days, a little homework and the 90 minute exam.
Day One
Introduction to Service Operation
Understanding the core concepts, terms and goals of Service Operation
Principles
Organisational considerations when delivering IT services
Processes
The managerial aspects of each of the ITIL processes within Service Operation. Includes Incident, Problem, Event, Access Management and Request Fulfilment. Understanding the links to 8 related processes which reside in other lifecycle phases
Day Two
Common Operational Activities
The managerial aspects of each of the 14 common activities within service operation
Organisation
Understanding and implementing organisational structures for Service Operation. Functions, roles and responsibilities
Technology
Exploring the role of technology and how it may be used to enhance processes and activities within
Service Operation
Day Three
Implementation Considerations
How to manage change and the role of operational staff in service design and transition. Assessing risk, planning and implementing Service Operation
Exam Preparation
A period for any last minute revision with the trainer present. A full mock paper is also taken before the full exam
