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ITIL Training

Service Operation Course

from 2,250.00

ITIL® is a registered trade mark of AXELOS Limited, reproduced under licence from AXELOS Limited.  All rights reserved


·      3 Days in class or E-learning


This course provides and overview of the service transition stage in the service lifecycle and all of its related activities. This course helps to impart, test, and validate the knowledge on industry best practices in service management as documented in the ITIL Service Transition publication.

This course will help attendees gain competency and skills in the following areas:

·      Intro to service operation

·      Service operation principles

·      Service operation processes

·      Common service operation activities

·      Organizing for service operation

·      Technology considerations

·      Implementation and improvement of service operation

·      Challenges, critical success factors and risks


           Expert Instructor lead training

           iPad Air

           Electronic copy of the course material 

           Study guide to assist with exam preparation

           2 official sample exams to prepare for the test

           Pass or its on us commitment


1.     Introduction to service operation

1.1.  Purpose, goals, and objectives of service operation

1.2.  Scope of service operation

1.3.  Value to the business

1.4.  Context of service operation in the service lifecycle

2.     Service operation principles

2.1.  How an understanding of the basic conflict between maintaining the status quo and adapting to change in business needs can lead to better service operation

2.2.  Other service operation principles including: involvement in other lifecycle stages

2.3.  Service operation inputs and outputs

3.     Service operation processes

3.1.  Event management

3.1.1.     Purpose, goals, and objectives

3.1.2.     Scope

3.1.3.     Value to the business

3.1.4.     Policies and principles

3.1.5.     Challenges and Risk

3.1.6.     Roles and responsibilities

3.2.  Incident management

3.2.1.     Purpose, goals, and objectives

3.2.2.     Scope

3.2.3.     Value to the business

3.2.4.     Policies and principles

3.2.5.     Challenges and Risk

3.2.6.     Roles and responsibilities

3.3.  Problem management

3.3.1.     Purpose, goals, and objectives

3.3.2.     Scope

3.3.3.     Value to the business

3.3.4.     Policies and principles

3.3.5.     Challenges and Risk

3.3.6.     Roles and responsibilities

3.4.  Request fulfillment

3.4.1.     Purpose, goals, and objectives

3.4.2.     Scope

3.4.3.     Value to the business

3.4.4.     Policies and principles

3.4.5.     Challenges and Risk

3.4.6.     Roles and responsibilities

3.5.  Access management

3.5.1.     Purpose, goals, and objectives

3.5.2.     Scope

3.5.3.     Value to the business

3.5.4.     Policies and principles

3.5.5.     Challenges and Risk

3.5.6.     Roles and responsibilities

3.6.  The use, interaction and value of each of the service operation processes throughout the lifecycle

4.     Common service operation activities

4.1.  How the common activities of service operation are coordinated for the ongoing management of the technology that is used to deliver and support the services

4.2.  How monitoring, reporting and control of the services contributes to the ongoing management services and the technology that is used to deliver and support the services

4.3.  How the operational activities of processes covered in other lifecycle stages contribute to service operation

4.4.  How IT operations staff should look for opportunities to improve operational activities

5.     Organizing for service operation

5.1.  The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management

6.     Technology Considerations

6.1.  The generic requirements of technologies that support service management across all lifecycle stages

6.2.  The specific technology required to support the service operation processes functions

7.     Implementation and improvement of service operation

7.1.  Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and transition

7.2.  Planning and implementing service management technologies within an company

8.     Challenges, critical success factors, and risks

8.1.  Insight and guidance for service operation, risks, and critical success factors associated with the strategy stage


·      Chief Information Officers (CIOs)

·      Chief Technology Officers (CTOs)

·      Managers within IT

·      Supervisory staff

·      Team leaders

·      Service design engineers

·      IT architects

·      IT planners

·      IT audit managers

·      Auditors

·      Project managers

·      Project team members

·      IT security managers

·      ITSM trainers involved with the ongoing management, co-ordination and integration of strategic activities

·      Individuals who require a deeper understanding of the strategy stage of the service lifecycle

·      Internal or external consultants

·      Individuals seeking to gain the ITIL Expert certification



·      Hold the ITIL V3 or 2011 foundation certificate

·      A basic understand of IT and approximately 2 years of relevant IT experience


·      At least 21 hours of personal study prior the start of the class

·      Review of the service transition publication

Delivery Method:
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