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 Course Benefits
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Learn how to successfully implement ITIL Service Operation best practices
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Learn how to provide efficient and effective delivery and support of IT Services
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Understand how to provide value to the customer, service provider and IT organization
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Learn how to plan, implement and optimize ITIL Service Operation processes
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Learn the knowledge required to pass the ITIL Intermediate Service Operation Exam
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Gain an additional 3 credits towards your ITIL Expert certification status
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Course Quick Links
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Service Operation - Course Introduction
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Service Operation - Key Learning Outcomes |
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The Definition of Service Operation, including its purpose and objective
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How all processes in ITIL Service Operations interact with other Service Lifecycle processes
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The sub-processes, activities, methods and functions used in each of the ITIL Service Operation processes
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The roles and responsibilities within ITIL Service Operation and the activities/functions to achieve operational excellence
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How to measure ITIL Service Operations
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Technology and implementation considerations
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Challenges, Critical Success Factors and Risks
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Service Operation - Course Contents
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Introduction to Service Operation
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- The term ‘Service Operation’, and how it fits in the overall core ITIL Lifecycle
- The main purpose and objectives of Service Operation
- The ITIL processes primarily covered in Service Operation
- The functions within Service Operation
- The value to the business
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Service Operation Principles
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Organizational issues including: Functions, Groups, Teams, Department and Divisions
- Achieving balance in Service Operations
- Providing Service
- Involvement in Design and Transition
- Operational Health
- Communication
- Documentation
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Service Operation Processes
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This unit covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage (but excludes the day to day operation of the processes Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Event Management and Incident Management
- Request Fulfilment and Problem Management
- Access Management
The operational activities of processes covered in other Lifecycle phases:
- Change Management and Configuration Management
- Release Management and Capacity Management
- Availability management and Knowledge Management
- Financial Management and IT Service Continuity Management
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Common Service Operation Activities
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Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Monitoring and Control
- IT Operations, Server Management and Support
- Network Management, Storage and Archive
- Database and Directory Services Management
- Desktop Support and Middleware Management
- Internet/Web Management
- Facilities and Datacentre Management
- IT Security Management in relation to Service Operation
- Improvement of Operational Activities
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Organising Service Operation
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Covers the Service Operation functions and maps them to roles and responsibilities and activities. Also covers Service Operation organisational structures. Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- Functions
- Service Desk and Technical Management
- IT Operations Management and Application Management
- Roles and Responsibilities
- Service Operation Organizational Structures
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Technology Considerations
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Covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices.
Technology, tools and telephony requirements for the Service Operation processes and activities, including:
- Generic Requirements
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
- Service Desk
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Implementation Considerations
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This unit covers how implementation considerations contribute to Service Operation.
To meet the learning outcomes and examination level of difficulty, the candidates must be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
- 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
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Challenges, Critical Success Factors and Risks
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This unit covers the challenges and risks facing Service Operation and how Critical Success Factors contribute to Service Operation.
Be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze Challenges, Critical Success Factors and Risks |
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Service Operation – Training and Certification Contents
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This course is delivered online through a dedicated learning portal
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You have 100 consecutive days online access to: -
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Extended Video tutorials (watch as often as you like)
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Downloadable, detailed study guides (printable too)
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Mindmap and supporting learning resources
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Practice quizzes and exercises to reinforce learning
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Copy of official course syllabus and study planner
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ITIL V3 Service Operation full text and diagrams
(one year’s access – eBook format)
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ITIL Expert Tutor Support (via Email)
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Two official practice exam papers plus answers
(with full rationale behind each answer)
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Exam Preparation guide with hints and tips
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First Web Based Exam with instant on-screen results
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Official Certificate and PIN delivered to your door
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Free additional course access – in the event you are unsuccessful in your final certification exam
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Course Pre-Requisites and Entry Criteria
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All candidates must already hold the Foundation Certificate in IT Service Management - this means either the ITIL V3 Foundation Certificate; or the ITIL V2 Foundation and the ITIL V2-V3 Foundation Bridge Certificate.
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The appropriate certificate(s) must be provided by email (attachment) or fax (a copy) before successfully gaining admission to this course.
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You can use our online form to upload your certificate(s) when you purchase.
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Service Operation - Exam Entry Criteria
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Mandatory:
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Minimum of 21 study hours across the course content - this means watching all the video tutorials at least twice, reviewing the study guides, your own revision, quizzes, tutorials and practice examinations with full answer rationale
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Proof of holding the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate
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Recommended:
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At least an additional 21 hours of personal study by reviewing the syllabus and the Service Operation eBook (included) in preparation for the examination
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Basic IT literacy and around 2 years IT experience are also highly desirable
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Service Operation - Exam Details
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The exam is web based and may be taken at a location such as your place of work (typically a quiet office or meeting room) or a public library
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You will arrange your own local ‘proctor’ – this is someone who arranges and supervises your exam session for you and complies with the examination agencies rules
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Your exam is 90 minutes (or 120 minutes if English is not your native language) and consists of 8 complex multiple choice, scenario based questions.
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Gradient scoring is used whereby each question will have 4 possible answer options; one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
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The pass mark for the exam is 28 marks out of 40 (70%)
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Service Operation – Course Details
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