ITIL Inter - Service Operation

Focus on Training

Course

In London-City, Birmingham, Newcastle and another venue.

£ 699 + VAT

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Description

  • Type

    Course

The ITIL Service Operation Certificate Course is one of five lifecycle courses that fit into the intermediate stream for ITIL certification. It is a free-standing qualification but it is also a module contributing to the ITIL Expert in IT Service Management Certificate. This certification is aimed at people involved with the management and control of Service Operation and, as such, does not cover process details in great depth. (For that level of information see the ITIL Expert Qualification: Operational Support and Analysis Certificate). The Service Operation Course provides information to enable delegates to gain competencies in: Service Operations PrinciplesService Operation ProcessesCommon Service Operation ActivitiesOrganising Service Operation: FunctionsTechnology ConsiderationsImplementation ConsiderationsChallenges, Critical Success Factors and Risks Please be aware, this course also provides 21 Hours of Contact Education/Professional Development Units towards PMI PMP certification/re-certification. Target Audience: Individuals who have attained the ITIL Foundation certificate in Service Management,and who wish to advance to higher level ITIL certificationsIndividuals who require a understanding of Service Operation and how it enhances the quality of IT service within an organisationAnyone involved in the ongoing management, coordination or integration of operational activities within the Service Lifecycle Learning Objectives Succesful delegates will understand: • Introduction to service operation
• Service operation principles
• Service operation processes
• Common service operation activities
• Organizing for service operation: functions
• Technology considerations
• Implementation of service operation
• Challenges, critical success factors and risks.
 Delegates will be fully prepared for the ITIL Service Operation examination which is taken at the end of the course.

Facilities

Location

Start date

Birmingham ((select))
B3 2HJ

Start date

On request
London-City ((select))
EC3V 9LJ

Start date

On request
Newcastle ((select))
NE38 7SD

Start date

On request
Peterborough (Cambridgeshire )
See map
Marriott Hotel, PE2 6GB

Start date

On request

About this course

Possession of one of the following: ITIL v3 or 2011 FoundationITIL v2 Foundation and v2/v3 Foundation Bridge. Essential Prerequisites Proof of prerequisites must be sent to usno later than 5 working days prior to the start of the event. This evidence MUST be reproduced on the day of the exam to the trainer.  Acceptable forms of prerequisite confirmation are as follows: A copy of the candidates examination certificateConfirmed entry in the AXELOS Successful Candidate Register. You will need to provide the full SCR number (registration/candidate number located on your...

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Subjects

  • Service Management
  • Technology

Course programme

Introduction to service operation
The purpose, objectives and scope of service operation
The value to the business
The context of service operation in the ITIL service lifecycle
The fundamental aspects of service operation and the ability to define them

Service operation principles
The conflict between maintaining the status quo and adapting to changes in business needs
Involvement in other lifecycle stages
Understanding operational health
The need for good documentation and communication including a communication strategy
Service operation inputs and outputs

Service operation processes
The use, interaction and value of each of the service operation processes
Event management, incident management, request fulfilment, problem management, & access management.

Common service operation activities
How the common activities of service operation are co-ordinated
Management of the technology that is used to deliver and support the services
Monitoring, reporting and control of the services
The contribution of the operational activities of processes covered in other lifecycle stages
Opportunities to improve the operational activities

Organizing for service operation
The role, objectives and activities of each of the four functions of service operation
Service desk, technical management, IT operations management, and application management
Service operation roles and responsibilities, where and how they are used
How a service operation organization would be structured to use these roles

Technology considerations
Technologies that support service management across all lifecycle stages
The specific technology required to support the service operation processes and functions.

Implementation of service operation:
Specific issues relevant to implementing service operation including managing change and risk
Planning and implementing service management technologies within a company

Challenges, critical success factors and risks:
Challenges (e.g. engagement with staff outside service operation, justifying funding)
Critical success factors (e.g. management and business support, staff retention)
Risks (e.g. loss of service)

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ITIL Inter - Service Operation

£ 699 + VAT

The best IT Systems courses

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See all