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ITIL® Intermediate Lifecycle: Service Operations (2011 Edition)

Course Overview

The ITIL Intermediate certificate in Service Operation (SO) is a course that can be run over three or four days (depending upon the requirements of the training group). Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Operation phase of the Service Lifecycle, aligned to the current version, ITIL: 2011. Delegates will also prepare for and sit a 90 minute, complex multiple-choice examination. The course consists of lectures, detailed group exercises, discussions, examination technique training, mock examinations and culminates in an invigilated exam on the final day.

Who Should Attend

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management. The Service Operation Qualification would most likely suit the following candidates: • Chief Information Officers • Chief Technology Officers • General IT Management • Supervisor staff • Team leaders • Designers • Architects • Planners • IT consultants • IT audit managers • IT security managers • IT professionals involved in continual service improvement The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

Course Objectives

The purpose of the ITIL Intermediate certificate in Service Operation is to certify that the delegate has gained a thorough and detailed knowledge of operational principles, advanced concepts, and has comprehended the essential management requirements for practices in this phase of the Service Management Lifecycle. When the delegate has completed this course, they should be confident in their ability to approach core operational activities, such as: • Improve the organisations’ business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment • Establish enterprise IT operations and monitoring practices to assure successful IT service delivery • Stabilise steady state and lights-on practices by integrating Events to Incident and Problem Management • Improve Service Desk performance by implementing end-to-end ownership of Incidents • Assure that the promise of the implemented services are meeting the needs of the customers • Move from reactive operations to proactive management by assuring support processes adhere to defined policies • Understand how the traditional functions of IT Management play multiple critical roles across various IT processes • Assure the type and amount of application and technical resources are available when needed

Suggested Prerequisites

Course Outline

1 - Course Introduction

2 - Service Operation Introduction

3 - Service Operation Principles

4 - Operational Staff Involvement in other Service Lifecycle Stages

5 - Implementing Service Operation

6 - Service Operation Roles and Organizational Structures

7 - Service Operation Technology

8 - Service Operation Functions

  • Service Desk
  • Technical Management
  • Application Management
  • IT Operations Management

9 - Event Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

10 - Incident Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

11 - Request Fulfillment

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

12 - Problem Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

13 - Access Management

  • Purpose and objectives
  • Scope
  • Value to business
  • Policies, principle and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Information management
  • Critical success factors and key performance indicators
  • Challenges and risks

14 - Service Operation Common Activities

  • Monitoring and Control
  • IT Operations
  • Server and Mainframe Management and Support

15 - Operational Activities of processes Covered in Other Lifeycle Phases

Enroll Today

This is a 4-day class

Price: $2,595.00
Payment Options

ILT Instructor‑Led Training

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Class times are listed Eastern time. This class is available for Private Group Training

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