ITIL Service Operation [SO] Training

Duration:

3 days- includes lecture, exam preparation, and exam

Audience:

Employees of federal, state and local governments; and businesses working with the government.

Prerequisites

  • To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
  • Must hold the ITIL v3 Foundations 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 hour of home study each evening

Course Description:

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

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

Target Audience

The main target group for the ITIL Expert 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

Exam

90-minute timed test

Closed book

Passing score: 28/40 or 70%

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
    • Service Operation Fundamentals
    • the value to the business
  • Service Operation Principles
    • Service Operations inputs and outputs
    • Achieving balance in Service Operations
    • Providing good Service
    • Involvement in other Lifecycle stages
    • Operational Health
    • Communication
    • Documentation
  • Service Operation Processes
    • Event Management
    • Incident Management
    • Request Fulfillment
    • Problem Management
    • Access Management
  • 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

Eligibility for the exam

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