Service Operation

$2,095.00

Description

Dates: March 12-14, 2019

  • Three days- includes lecture, exam preparation, and exam

Class Size: Maximum of 18 students

Times: 9 am- 5 pm

Price: $2095.00

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Course Description

This is a live, instructor-led course that covers the lifecycle aspects of Service Operation, including Service Operation principals, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions.

Additionally, the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams.

The aim of the course is to improve the way any organization delivers the ITIL service lifecycle. It will increase the knowledge and understanding of terminology, processes, activities and roles. It provides a detailed exploration of organizational and human aspects of ITIL, such as team functions and departmental operations, and provides the opportunity to sit the ITIL Lifecycle Examination in Service Operation.

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

  • Introduction to Service Operation
  • Service Operation Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing for Service Operation
  • Technology Considerations
  • Implementation of Service Operation
  • Challenges, Critical Success Factors and Risks

In addition the training will include examination preparation, including a mock examination opportunity.

Course Objectives

Introduction to Service Operation

  • 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 Operations
  • Providing good Service
  • Involvement in other Lifecycle stages
  • Operational Health
  • Communication
  • Documentation
  • Service Operation inputs and outputs

Service Operation Processes

  • Event Management
    • Purpose and objective
    • Scope
    • 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
  • Incident Management
    • Purpose and objective
    • Scope
    • 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
  • Request Fulfillment
    • Purpose and objective
    • Scope
    • 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
  • Problem Management
    • Purpose and objective
    • Scope
    • 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
  • Access Management
    • Purpose and objective
    • Scope
    • 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
  • Mainframe Management
  • 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 for Service Operation

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

Technology Considerations

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

Implementation of Service Operation

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

Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies

Target Audience

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, and IT security managers 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 organization
  • 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 can be one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

Course Prerequisites

To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Foundation Bridge Certificate, and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and around 2 years IT experience are highly desirable
  • 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
  • Approximately 2 hours of home study each evening

Exam Eligibility

To be eligible for the ITIL Expert Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement, but a basic IT literacy and 2+ years IT experience are highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management, or ITIL V2 Foundation plus the Bridge Certificate
  • 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

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

16 Seats Available (can be backordered)