ITIL Lifecycle Module SO

This 3 day ITIL® Service Operation course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Service Operation exam, leading to the ITIL® Service Operation certification.

ITIL® Service Operation is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Service Operation concerns the principles, processes, operational activities, and functions required to manage the performance of products and services.

By providing a comprehensive framework of what activities should be carried out during the operation of services, Service Operation will be particularly beneficial to anybody involved in these activities.

Introduction to Service Operation:

• Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
• The functions contained within Service Operations including how they interact to make Service Operations work
• The processes and service lifecycle phases that Service Operation interfaces with
• The fundamental aspects of Service Operation and be able to define them?

Service Operation Principles:

• How Service Operation is organized in relation to Functions, Groups, Teams, Department, and divisions.
• How an organisation can achieve balance when dealing with internal verse external organisational focus, identifying the issues related to organizations who operate at the extremes of these balances
• What “Operational Health” means, specifically addressing examples of “Self-Healing Systems” and the processes used by them
• The creation components and implementation of a complete communication strategy to be used with Service Operations

Service Operation Processes:

• The use of and interaction of each of the five key processes that make up Service Operation
• The value to the business that each of the Service Operation processes contributes
• The use of and interaction with all other lifecycle operational activities that contribute to Service Operation

Common Service Operation Activities:

• The difference between a Technology-Centric and a Business-Centric organisation, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
• How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organisation

Organising Service Operation:

• The objective, activities and roles of each of the four functions identified in this unit and how to build a Service Operation model based on these functions
• Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organization would be structured to use these roles

Technology Considerations:

• The technology that supports Service Operation, where and how these can be used
• The technology required to support each of the Service Operations processes and functions: Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, and Service Desk

Implementation Considerations:

• Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
• Implementing Service Operation technologies within a company
• How to assess and manage risk within a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel

Challenges, Critical Success Factors, and Risks:

• The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
• The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs