Service Operation

ITIL®

Duration: 4 days
Prices From: £1,210 per delegate

Course Outline

Course Overview:

The ITIL® Intermediate Certificate in Service Operation forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of Service Operation processes and roles.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Operation worth 3 credits¹.

Course Content²:

    1. Introduction to Service Operation

    • Service Operation in the Context of the Service Lifecycle
      Principles and Objectives
    • Key Processes
    • Functions and Common Service Operation Activities
    • Service Operation and Business Value
    • Challenges, CSFs and Risks

    2. Service Operation Principles

    • Organisational Issues
    • Achieving Balance
    • Involvement in Service Design and Transition
    • Operational Health
    • Communication and Documentation

    3. Service Operation Processes

    • Event Management
    • Incident Management
    • Request Fulfilment
    • Problem Management
    • Access Management
    • Operational Activities of Other Lifecycle Phases

    4. Common Service Operation Activities
    5. Organising Service Operation

    • Functions
    • Roles and Responsibilities
    • Organisational Structures

    6. Technology and Implementation Considerations

    • Technology and Tooling
    • Good Practice
    • Challenges, CSFs and Risks
    • Managing Change and Project Management

Course Objectives:

This course will enable participants to:

  • Understand the importance of Service Management as a Practice
  • Lead discussions on Service Operation
  • Understand Service Operation Principles and Processes
  • Carry out common Service Operation activities
  • Organise Service Operation effectively
  • Recognise Service Operation functions and technology-related activities
  • Understand how to implement Service Operation
  • Understand and analyse challenges, Critical Success Factors and risks related to Service Operation.

Who Will Benefit?

This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will give delegates 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.

Individuals who may find this course of interest include IT professionals working within or about to enter a Service Operation environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL® Expert qualification in IT Service Management.

Examination:

  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark, distinction mark to be confirmed

Course Materials:

Delegates will receive a copy of FGI's ITIL® Intermediate Certificate in Service Operation courseware, along with the Service Operation volume of the ITIL® Core Books.

¹ Certain conditions apply – ask your Account Manager for details.
² TBC once Final Syllabus published by APMG

Public Course Schedule

Here are some upcoming courses from our public schedule, for a full list of dates please view our course schedule.

Service Operation (Non-Residential)
Location Start Date Days Price Offers
View all course dates on our Public Schedule
London 26/01/2009 4 £1,250 £1,210 Book Enquire

Private On-Site Training

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

Why train with FGI?

  • Providing the full range of ITIL® & PRINCE2™ examination courses.
  • ISEB & APMG Accredited Training Organisation.
  • Over 30 Accredited ITIL® and PRINCE2™ Training Consultants.
  • Pass rates vastly exceed the national average.
  • Pass Guarantee Scheme.
  • Expert trainer interaction and post course support.
  • International and UK locations.
  • One Clear Price.
  • Skills Protection Promise.
  • Wide ranging client portfolio covering the private and public sectors.