ITIL® Service Operations

Course Code: 7007

Overview
Schedule classes
What you'll learn
Outline
Prerequisites
Who should attend
Certification

Overview

The ITIL – Service Operations module is one of the certification tracks offered within the ITIL Service Lifecycle work stream. The Service Operations track emphasizes the principles, processes, operational activities and functions that help an organization as well as individual professionals manage the performance of their products and services successfully.

In ITIL Service Operations course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service operation core volume. Through a series of lectures and hands-on practical exercises, participants will be prepared for both the adoption of service management best practices in the organization and for the certification exam that occurs at the end of the class. This course focuses on topics such as service operation principles, organizing for service operation, challenges, risks, common service operation activities and key performance indicators.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service operation exam results.

Schedule Classes

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 3 days

Live Virtual Classroom
Duration: 3 days

What You'll learn

Service operation processes:

Event management
Incident management
Problem management
Request fulfillment
Access management

Service operation functions:

Service desk
Technical management
IT operation management
Application management

Outline

Module 1: Course Introduction

Course Introduction

Module 2: Basic Concepts of Service Management

History of ITIL
What is a service?
Utility, warranty and value
Assets, resources and capabilities
What is service management?
Stakeholders
Processes and function
Generic service management roles
The service lifecycle map

Module 3: Introduction to Service Operation

Purpose of service operation
Objectives of service operation
Scope of service operation
Business value of service operation
Inputs and outputs
Service operation to service strategy
Service operation to service design
Service operation to service transition
Service operation to continual service improvement

Module 4: Principles of Service Operation

Maintaining balance in service operation
Recognizing signs that the organization is out of balance
Importance of providing good service
Role of operations professionals in other lifecycle stages
Importance of operations professionals involvement in service management
Importance of monitoring the health of operational services
Importance of good communication and effective documentation

Module 5: Event Management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 6: Incident Management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Sources of information
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 7: Problem Management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Sources of information
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 8: Access Management

Purpose
Objectives
Scope
Business value
Policies, principles and basic concepts
Activities, methods and techniques
Triggers, inputs, outputs and interfaces
Sources of information
Critical success factors and key performance indicators
Challenges and risks
Roles and responsibilities

Module 9: Common Service Operation Activities

Technical activities of service operation
IT operations and processes within service management
Describe common technical activities
Identifying process improvements to operational activities

Module 10: The Service Desk

Role
Objectives
Organizational structures
Professional and environmental considerations
Key considerations for outsourcing
Key roles

Module 11: Technical Management

Role
Objectives
Activities
Organizational Structures
Relationship between technical design and technical maintenance and support
Metrics
Importance of technical documentation, maintenance schedules and skills inventories
Key roles

Module 12: IT Operations Management

Role
Objectives
Organizational structures
Metrics and measurements
Important documentation
Key roles

Module 13: Application Management

Roles
Objectives
Phase of the application management lifecycle
Activities
Organizational structures
Metrics and measurements
Important documentation
Key roles

Module 14: Organizational Considerations for Service Operation

Organizing by technical specialization
Organizing by activity
Organizing to manage processes
Organizing IT operations by geography
Hybrid organizational structures
Combined functions
Organizing application and technical management

Module 15: Automation, tools, technology and implementation considerations for service operation

Considerations for service operations tools and technology
Good practices for the implementation of service operation

Module 16: Challenges, risks and critical success factors of service operation

Challenges
Risks
Critical success factors

Module 17: Exam Review

Exam Review

Module 18: Practice Exam

Practice Exam

Supporting Material

Each participant receives a copy of the following Kindle books:

Service Operation: Practical Applications of Operation Concepts, Processes and Best Practices
Core Elements of Service Operation
Service Operation Practice Exam Questions – Set I
Service Operation Practice Exam Question – Set II

Prerequisites

In order to pursue this ITIL – SO certification, having an ITIL Foundation certification (v3 or newer) is mandatory. Ideally, 2 or more years of related work experience is recommended. It is highly advisable to read ITIL Service Operation 2011 Edition.

Who Should Attend

The ITIL – Service Operations course is highly recommended for:

IT professionals
Service desk professionals
Business professionals
Executive leadership
Service management professionals
Incident managers
Problem managers
IT governance professionals
Financial management professionals
Business relationship managers
Service level managers
Service transition professionals
Release and deployment management professionals
Knowledge management professionals
Service operation professionals
Change managers
Quality improvement professionals

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ITIL Certification Exam

The ITIL® Service Operation certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answer reward a different number of points based on level of accuracy according to the following scale:

- Best answer – 5 points
- 2nd Best answer  – 3 points
- 3rd Best answer – 1 point
- Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Service Operation certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service operation core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in the ITIL® certification scheme.