ITIL® Service Manager Certification - ITIL® Training

Introduction

This 3-day ITIL® course focuses on the Service Operation module of ITIL®. Service Operation is about the principles and operational activities which can help to manage how IT products and services perform. It covers the management and control of these activities and how they can help not just the products themselves but the support services used to deliver them.

ITIL® Service Operation is one of the nine ITIL® Intermediate qualifications. Passing the exam allows you to gain 3 credits towards the 17 required to take the ITIL® Managing Across The Lifecycle exam and achieve the ITIL® Expert qualification.

Prerequisites

You must have achieved the ITIL® Foundation certificate or the version 2 to version 3 bridge equivalent before taking this course.

We also recommend purchasing a copy of the ITIL® Service Operation book, 2011 edition (ISBN 9780113313075) as this will help your studies.

Who Should Attend?

We recommend this course for anybody looking to expand their ITIL® knowledge beyond the Foundation level, including those in the following roles:

• Release Manager
• Security Administrator
• Applications Support
• IT Operations Manager
• Database Administrator
• Problem Manager
• Service Desk and Incident Manager
• Network Support
• Security Manager

Course Structure

• 3 days of classroom-based training
• The exam is taken on the final day and lasts 90 minutes

Course Content

The course covers these areas:

Introduction to Service Operation:

• Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
• The functions contained within Service Operations including how they interact to make Service Operations work
• The processes and service lifecycle phases that Service Operation interfaces with
• The fundamental aspects of Service Operation and be able to define them

Service Operation Principles:

• How Service Operation is organised in relation to Functions, Groups, Teams, Department and divisions.
• How an organisation can achieve balance when dealing with internal verse external organisational focus, identifying the issues related to organisations who operate at the extremes of these balances
• What “Operational Health” means, specifically addressing examples of “Self-Healing Systems” and the processes used by them
• The creation, components and implementation of a complete communication strategy to be used with Service Operations

Service Operation Processes:

• The use of and interaction of each of the five key processes that make up Service Operation
• The value to the business that each of the Service Operation processes contributes
• The use of and interaction with all other lifecycle operational activities that contribute to Service Operation

Common Service Operation Activities:

• The difference between a Technology-Centric and a Business-Centric organisation, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
• How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organisation

Organizing Service Operation:

• The objective, activities and roles of each of the four functions identified in this unit and how to build a Service Operation model based on these functions
• Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organisation would be structured to use these roles

Technology Considerations:

• The technology that supports Service Operation, where and how these can be used
• The technology required to support each of the Service Operations processes and functions: Event Management, Incident Management, Request Fulfilment, Problem Management, AccessManagement, and Service Desk

Implementation Considerations:

• Strategies and models for managing Change in Service Operation and how to implement this activity within an organisation
• Implementing Service Operation technologies within a company
• How to assess and manage risk within a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel

Challenges, Critical Success Factors and Risks:

• The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
• The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs

ITIL ® Service Operation Examination

• Multiple choice, scenario-based, gradient scored questions
• 8 questions
• 90 minutes (120 minutes for candidates completing the exam in a language that is not their mother tongue)
• Pass mark is 28/40, or 70%

Why choose The Knowledge Academy?

• We give you a comprehensive courseware folder with presentation slides, quick reference guide, full syllabus and mock exams
• We make the learning experience enjoyable
• We are trusted by globally leading brands such as JP Morgan, HSBC and Sony as a learning partner of choice.
• We provide pre- and post-course support so you never feel alone
• All of our training is hands-on, using real-world examples
• As a market leader, we have an extremely high global pass rate
• Over 90% of our delegates come back to us for further training
• We have the best instructors in the industry which are reflected in our position as the market leader for professional qualifications
• We provide value for money and trained over 25,000 delegates in 2014
• We have some of the most luxurious course venues worldwide

What is ITIL ® Service Operation?

ITIL® Service Operation is an ITIL® Service Lifecycle module within the ITIL® Intermediate group of qualifications. ITIL® Intermediate qualifications are the next step up after ITIL® Foundation and allow you to build on your ITIL knowledge by focusing on select areas within the framework, as well as work towards achieving the ITIL® Expert qualification.

ITIL® is a registered trade mark of AXELOS Limited

BCS Membership

Included in your professional certification; one year’s free BCS, The Chartered Institute for IT, Associate membership.

Upon passing your examination, make the most of your professional certification and continue your career development with BCS Associate membership. Whether you’re looking for career support through the BCS global skills, training and development framework, SFIAplus, seeking promotion or a network of new contacts, we’re here to support you. BCS membership provides exclusive access to resources, content and opportunities that will enrich your career.

BCS Membership allows you to give back to society. Some of the industry’s challenges are around personal data, health, education, and IT capabilities. By becoming part of the BCS professional community you can get involved and do your bit to make IT good for society.