ITIL® Service Operations ITIL

The IT Infrastructure Library® (ITIL) is the most widely accepted approach to IT Service Management in the world. ITIL is a Best Practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organised to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).
Course Overview Course Benefits

Course Overview

About The Course

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

The ITIL Intermediate Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.

Course Syllabus

Upon successful completion of the course candidates can expect to gain competencies in the followings: 

  • Introduction to Service Operation
  • Service Operation Principles
  • Service Operation processes – Will look at the purpose and objectives, risks, challenges of each of the following processes – Event Management, Incident Management,
  • Request Fulfillment, Access Management and Problem Management (Excluded are detailed knowledge of process activities, methods and techniques)
  • Common Service Operation activities
  • Organising for Service operation – functions
  • Technology considerations 
  • Implementing and improving Service Operation
  • Challenges, Critical success factors and Risks

Target Audience

  • Individuals who require an in depth understanding of the ITIL Service Operation stage of the ITIL Service Life-cycle 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

Accreditation's

  • Multiple-choice
  • 90 minute duration
  • 8 scenario-based, gradient scored questions
  • 70% required to pass
  • Closed-book
  • This course provides 3 credits towards the ITIL Expert Qualification in IT Service Management.

Course Benefits

Upon successful completion of the course candidates can expect to gain competencies in the followings:

  • Introduction to Service Operation
  • Service Operation Principles
  • a Service Operation processes – Will look at the purpose and objectives, risks, challenges of each of the following processes – Event Management, Incident Management, Request Fulfillment, access Management and Problem Management (Excluded are detailed knowledge of process activities, methods and techniques)
  • Common Service Operation activities
  • Organizing for Service operation – functions
  • Technology considerations
  • Implementing and improving Service Operation
  • Challenges, Critical success factors and Risks