ITIL® Service Lifecycle – Service Operation – including exam

Overview

5 Days $3,080  or FREE WITH SATVs (?)

The ITIL Intermediate Qualification: Service Operation Certificate is a free-standing qualification but is also part of the ITIL intermediate lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Operation publication.

Lesson: Course Organisation
  • Welcome to the Course!
  • Mentoring Community Introductions
  • Why Are You Here?
  • Using Bloom’s Taxonomy
  • What do you Expect?
  • Housekeeping Online
Lesson: Course Conventions & Agenda
  • Conventions Used
  • Quizzes & Exercises
  • ITIL® Qualification Scheme
  • ITIL® Lifecycle Exam
  • Getting Started with an Online Class
  • Module 1 Review

Lesson: Introduction to Service Operation
  • SO & the Service Lifecycle
  • Managing Across the Lifecycle
  • Purpose, Goals & Objectives of Service Operation
  • Scope of Service Operation
  • Value of Service Operation
Lesson: Principles of Service Operation
  • Fundamentals of Service Operation
  • The Principle of Service Operation
  • Achieving Balance in Service Operation
  • Balancing Stability & Responsiveness
  • Balancing QoS & CoS
  • Balancing Reactive & Proactive
  • Providing Service
  • SO & Other Lifecycle Stages
  • Operational Health
  • SO Communication
  • SO Documentation
Lesson: Service Operation Summary
  • Service Operation Summary
  • Checkpoint
  • Module 2 Review

Lesson: Event Management
  • The Service Operation Model
  • The Processes of Service Operation
  • Introduction
  • Purpose, Goals & Objectives
  • Scope
  • Value to the Business
  • Concepts
  • Activities of Event Management
  • Event Occurrence & Notification
  • Event Detection & Filtering
  • Event Significance & Correlation
  • Event Response Trigger & Selection
  • Event Review & Closure
  • Triggers, Inputs & Outputs
  • Process Relationships
  • Critical Success Factors
  • Challenges & Risks
  • Summary
Lesson: Incident Management
  • Introduction
  • Purpose, Goals & Objectives
  • Scope
  • Value to the Business
  • Concepts
  • Activities of Incident Management
  • Incident Logging
  • Incident Categorisation
  • Categorisation
  • Incident Priority
  • Incident Escalation
  • Incident Diagnosis
  • Incident Resolution & Recovery
  • Incident Closure
  • Expanded Incident Lifecycle
  • Incident Management – Roles
  • Triggers, Inputs & Outputs
  • Process Relationships
  • Critical Success Factors
  • Challenges & Risk
  • Summary
Lesson: Request Fulfillment
  • Introduction
  • Purpose, Goals & Objectives
  • Scope
  • Value to the Business
  • Concepts
  • Activities of Request Fulfillment
  • Menu Selection
  • Financial Approval
  • Other Approval
  • Fulfillment
  • Closure
  • Triggers, Inputs & Outputs
  • Process Relationships
  • Critical Success Factors
  • Challenges & Risks
  • Summary
Lesson: Problem Management
  • Introduction
  • Purpose, Goals & Objectives
  • Scope
  • Concepts
  • Value to the Business
  • Activities of Problem Management
  • Managing the Problem
  • Problem Analysis Techniques
  • Managing the Known Error
  • Triggers, Inputs & Outputs
  • Relationships
  • Critical Success Factors
  • Challenges & Risks
  • Summary
Lesson: Access Management
  • Introduction
  • Purpose, Goals & Objectives
  • Scope
  • Value to the Business
  • Concepts
  • Activities of Access Management
  • Access Request
  • Access Verification
  • Provide Rights
  • Monitor Identity Status
  • Log & Track Access
  • Remove or Restrict Rights
  • Triggers, Inputs & Outputs
  • Relationships
  • Critical Success Factors
  • Challenges & Risks
  • Summary
Lesson: Operational Activities of Other Lifecycle Processes & Service Operation Processes Summary
  • Introduction
  • Change Management
  • Service Asset & Configuration Management
  • Release & Deployment Management
  • Knowledge Management
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Financial Management
  • Service Operation Process Summary
  • Checkpoint
  • Module 3 Review

Lesson: Common Activities
  • Introduction
  • Service Operation – Common Activities
  • Monitoring & Control
  • Control Loop
  • IT Operations
  • Mainframe Management
  • Server Management & Support
  • Network Management
  • Storage & Archive
  • Database Management
  • Directory Services Management
  • Desktop & Mobile Support
  • Middleware Management
  • Internet/Web Management
  • Facilities & Data Center Management
  • Data Center Strategies
  • IT Security Management
  • Improvement of Operational Activities
Lesson: Common Activities Summary
  • Common Activities Summary
  • Checkpoint
  • Module 4 Review

Lesson: Service Desk Function
  • Introduction to Service Operation Functions
  • Introduction to Service Desk
  • Service Desk
  • Service Desk – Role
  • Service Desk – Objectives
  • Service Desk – Organisational Structures
  • Service Desk – Staffing
  • Service Desk – Metrics
Lesson: Technical Management Function
  • Introduction to Technical Management
  • Technical Management
  • Technical Management – Role
  • Technical Management – Objectives
  • Technical Management – Organisational Structures
  • Technical Management – Design, Maintenance & Support
  • Technical Management – Metrics
  • Technical Management – Documentation
Lesson: IT Operations Management
  • Introduction to IT Service Operations Management
  • IT Operations
  • IT Operations – Role
  • IT Operations – Objectives
  • IT Operations – Organisational Structures
  • IT Operations – Metrics
  • Operations Management – Documentation
Lesson: Application Management Function
  • Introduction to Application Management
  • Application Management
  • Application Management – Role
  • Application Management – Objectives
  • Application Management – Principles
  • Application Lifecycle
  • Application Management – Generic Activities
  • Application Management – Organisational Structures
  • Application Management – Roles & Responsibilities
  • Application Management – Metrics
  • Application Management – Documentation
Lesson: Service Operation Functions Summary
  • Service Operation Functions Summary
  • Checkpoint
  • Module 5 Review

Lesson: Service Operation Organisational Structures
  • Organisational Structures
  • Specialisation Based Structures
  • Activity Based Structures
  • Process Based Structures
  • Geography Based Structures
  • Hybrid Structures
Lesson: Roles & Responsibilities
  • Introduction
  • Generic Roles
  • Service Owner
  • Process Owner
  • Process Manager
  • Process Practitioner
  • Service Operation – Roles
  • Service Desk
  • Technical Management
  • IT Operations
  • Application Management
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
Lesson: Technology Considerations
  • Service Operation Technology Considerations
  • Event Management Desired Features
  • Incident Management Desired Features
  • Request Fulfillment Desired Features
  • Problem Management Desired Features
  • Access Management Desired Features
  • Service Desk Desired Features
Lesson: Implementing Service Operation
  • Service Operation Implementation
  • Managing Change in SO
  • SO & Project Management
  • Assessing & Managing Risk
  • Involvement in Design & Transition
  • Planning & Implementing Technology
  • Challenges
  • Critical Success Factors
  • Risks
Lesson: Service Operation Considerations Summary
  • Service Operation Considerations Summary
  • Checkpoint
  • Module 6 Review
  • Course Closure

The course syllabus covers the management-level concepts and core information of the activities and techniques within service operation, but not specific details about each of the supporting processes. The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to:
Before attending this course, students must have attended and achieved the ITIL® Foundation and Exam qualification. Proof will need to be provided before attending the course. Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:
  • ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes)

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