Course Details
ITIL Service Operation
  • Course Length: 0 days
  • Course Price: $0
  • Code: ITILSOA1
  • Course Mode: ILT
Prerequisite
ITIL v3 Foundation Certification (required) Two years of relevant work experience To prepare for the end-of-class exam, it is recommended that you review the ITIL v3 publication Service Operation (ISBN 10: 0113310463) and complete at least 21 hours of personal study Please note: The ITIL v3 Foundation certification is required to take the exam at the end of class. Proof of certification must be provided
Audience
IT operations, technical, or IT management personnel requiring more information about ITIL best practices Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

This course, you will be immersed in the overall concepts, processes, policies, and methods associated with the Service Operation phase of the Service Lifecycle. You\'ll focus on Service Operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course uses an engaging case study-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam.

  1. Introduction and Service Operation as a Practice
  2. Service Operation Principles
  3. Service Operation Processes
  4. Common Service Operation Activities
  5. Organizing Service Operation
  6. Technology Considerations
  7. Implementation Considerations
  8. Challenges, Critical Success Factors, and Risks
  9. Exam Preparation/Mock Exam
  10. Exam

The main process focus areas of this course include:

  • Incident Management
  • Problem Management
  • Request Fulfillment and Access Management
The main function focus areas of this course include:
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management