ITIL® Intermediate Lifecycle Path – Service Operations

About the course

This ITIL Intermediate Service Operation Course introduces participants the overall concepts, processes, policies, and methods associated with the Service Operation (SO) phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the SO phase. This course is designed using an engaging, exercise-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.

Audience

The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the on-going management, co-ordination and integration of strategizing activities within the service lifecycle
  • Individuals who require a deeper understanding of the ITIL® service strategy stage of the ITIL® service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite.

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate.

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs
  • In a classroom blended mode: delivered on Friday, Friday, Saturday – the preferred course delivery method, which allows course participants sufficient time to study for the exam and minimise work disruption.

Certification Exam

  • This three (3) days classroom-training course with examination held on the afternoon of the 3rd day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

  Service Operation Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:

  • 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.

THE PROGRAM COVERS THE FOLLOWING MODULES:

Course participants have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze the following topics.

Introduction

  • The main purpose and objective of service operation
  • The scope of service operation
  • The context of service operation and the service lifecycle
  • The value to the business
  • Service operation fundamentals

Service Operation Principles

  • Achieving balance in service operation
  • Providing good service
  • Involvement in other lifecycle stages
  • Operational health
  • Communication
  • Documentation
  • Service operation inputs and outputs

Service Operation Processes

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

The following topics are discussed for each of the here mentioned processes

  • Purpose and objectives
  • Scope of Service Operation
  • Value to Business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Critical success factors and key performance indicators
  • Challenges and risks

Common Service Operation Activities

  • Monitoring and control
  • IT operations
  • Server and mainframe management and support
  • Network management
  • Storage and archive
  • Database administration
  • Directory services management
  • Desktop and mobile device support
  • Middleware management
  • Internet/web management
  • Facilities and data center management
  • Operational activities of processes covered in other lifecycle stages
  • Improvement of operational activities

Organizing Service Operation

  • Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Roles and Responsibilities
  • Service Operation Organizational Structures

Consideration of Technology

  • Technology, tools and telephony requirements for the Service Operation processes and activities, including:
    • Generic Requirements
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
    • Service Desk

Implementation Considerations

  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operations
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies

Challenges, Critical success factors and risks

Format

check eLearning Self-Study

Duration

90 days

Price

$760

Group discounts available

Schedule

Inquire

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IT Chapter Training Facility is located at

300 St-Sacrement, Suite 407 Montreal, QC H2Y 1X4

Tel: 514.868.2116 / 514.431.0542
E-mail: contact@itchapter.com