Service Operation

More Details

Students will examine the following topics. A detailed case-study is used for group exercises, enabling the translation of theory into practice.

• Introduction to Service Operation
  
• Service Operations Principals
• Service Operation Processes
• Common Service Operation Activities
• Organising Service Operation:
  
  • Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks

Target Group

• The main target group includes, but is not restricted to
  • CIOs,
  • CTOs
  • managers
  • supervisory staff
  • team leaders
  • designers
  • architects
  • planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers

involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.

• The course syllabus covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes.
• This course syllabus may also be of interest to:
  • Individuals who require a detailed understanding of the ITIL® Service Operation phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
  • IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules

Course Materials

1. A full-colour, spiral-bound A4 manual , covering every slide (approximately 300 slides)
2. Spiral Bound Student workbook (50+ pages), with a detailed case-study, Exercises and Mock Exams
3. Spiral Bound Student Answer book (50+ pages), with detailed Exercise handouts and Mock Exams Answers and Rationale

Prerequisite Entry Criteria

1. ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
2. It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination