ITIL Service Lifecycle Service Operation

Duration: 
3 days
Codes: 
ITIL

Overview

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. It focuses on the lifecycle aspects of Service Operation. The course covers the management and control of the activities and techniques within the Service Operation stage of the lifecycle but not the detail of each of the supporting processes. Lower level details of the processes from Service Operation are mostly covered in the Operational Support and Analysis capability course. Additionally the course looks at the concept of Service Operation principles and at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle

Audience

This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include Business Analysts, Business Relationship Managers, Project and Programme staff.

 

Skills Gained

This qualification provides a complete management-level overview of service operation including all its related activities. Be prepared for the ITIL Service operation examination

Prerequisites

Delegates are required to meet the following mandatory prerequisites:

  • Hold the ITIL Foundation Certificate in IT Service Management or earlier ITIL (V2) Foundation plus Foundation Bridge or ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

 

Course Outline

Introduction to service operation:

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL service lifecycle
  • The fundamental aspects of service operation and the ability to define them.

Service operation principles:

  • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation
  • Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy
  • Service operation inputs and outputs.

Service operation processes:

  • The use, interaction and value of each of the service operation processes: event management,incident management, request fulfilment, problem management, and access management.

Common service operation activities:

  • How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation
  • How IT operations staff should look for opportunities to improve the operational activities.
  • Organizing for service operation
  • The role, objectives and activities of each of the four functions of service operation: service desk,technical management, IT operations management, and application management
  • 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 generic requirements of technologies that support service management across all lifecycle stages
  • The specific technology required to support the service operation processes and functions.

Implementation of service operation:

  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
  • Planning and implementing service management technologies within a company.

Challenges, critical success factors and risks:

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.

Thinking about Onsite?

If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.

Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.

Upcoming Dates

  • GREEN This class is Guaranteed To Run.
  • SPVC - Self-Paced Virtual Class.
  • Click a Date to Enroll.
Course Location Days Cost Date
Norfolk
Norwich3 4398 £4398 2019-08-12
Midlands
Birmingham3 4398 £4398 2019-08-19
Nottinghamshire
Nottingham3 4398 £4398 2019-08-19
Nottinghamshire
Nottingham3 4398 £4398 2019-08-19
County Durham
Darlington3 4398 £4398 2019-08-27
Derbyshire
Burton upon Trent3 4398 £4398 2019-08-27
Staffordshire
Stoke on Trent3 4398 £4398 2019-08-27
Yorkshire
Wakefield3 4398 £4398 2019-08-27
Berkshire
Slough3 4398 £4398 2019-08-27
London
Gatwick3 4398 £4398 2019-08-27
Gloucestershire
Cirencester3 4398 £4398 2019-08-27
Jersey
Jersey3 4398 £4398 2019-08-27
Dorset
Bournemouth3 4398 £4398 2019-08-27
Glamorgan
Swansea3 4398 £4398 2019-08-27
Essex
Chelmsford3 4398 £4398 2019-08-27
Midlands
Wolverhampton3 4398 £4398 2019-08-27
Cheshire
Warrington3 4398 £4398 2019-08-27
Derbyshire
Burton upon Trent3 4398 £4398 2019-08-27
Yorkshire
Harrogate3 4398 £4398 2019-08-27
Bedfordshire
Luton3 4398 £4398 2019-08-27
Northamptonshire
Corby3 4398 £4398 2019-08-27
Bedfordshire
Bedford3 4398 £4398 2019-08-27
London
London3 4398 £4398 2019-08-27
Midlands
Solihull3 4398 £4398 2019-08-27
Kent
Chatham3 4398 £4398 2019-08-27
Middlesbrough
Teeside3 4398 £4398 2019-08-27
Warwickshire
Warwick3 4398 £4398 2019-08-27
Essex
Colchester3 4398 £4398 2019-08-27
Cheshire
Chester3 4398 £4398 2019-08-27
Suffolk
Ipswich3 4398 £4398 2019-08-27
Midlands
Coventry3 4398 £4398 2019-08-27
Cheshire
Chester3 4398 £4398 2019-08-27
Kent
Canterbury3 4398 £4398 2019-08-27
Midlands
Northampton3 4398 £4398 2019-08-27
Berkshire
Bracknell3 4398 £4398 2019-08-27
West Sussex
Chichester3 4398 £4398 2019-08-27
Manchester
Bolton3 4398 £4398 2019-08-27
Derbyshire
Buxton3 4398 £4398 2019-08-27
Cumbria
Carlisle3 4398 £4398 2019-08-27
Somerset
Bath3 4398 £4398 2019-08-27
Leicestershire
Hinckley3 4398 £4398 2019-08-27
London
Heathrow3 4398 £4398 2019-08-27
Surrey
Guildford3 4398 £4398 2019-08-27
Leicestershire
Leicester3 4398 £4398 2019-08-27
Cumbria
Carlisle3 4398 £4398 2019-08-27
Cheshire
Crewe3 4398 £4398 2019-08-27
Worcestershire
Worcester3 4398 £4398 2019-08-27
Berkshire
Reading3 4398 £4398 2019-08-27
London
Bromley3 4398 £4398 2019-08-27
Hampshire
Portsmouth3 4398 £4398 2019-08-27
Dundee
Dundee3 4398 £4398 2019-08-27
Lincolnshire
Lincoln3 4398 £4398 2019-08-27
Devon
Plymouth3 4398 £4398 2019-08-27
Leicestershire
Leicester3 4398 £4398 2019-08-27
Inverness
Inverness3 4398 £4398 2019-08-27
West Sussex
Chichester3 4398 £4398 2019-08-27
Clwyd
Wrexham3 4398 £4398 2019-08-27
Kent
Tonbridge3 4398 £4398 2019-08-27
Devon
Exeter3 4398 £4398 2019-08-27
Northamptonshire
Corby3 4398 £4398 2019-08-27
Manchester
Bolton3 4398 £4398 2019-08-27
Sunderland
Sunderland3 4398 £4398 2019-08-27
Berkshire
Swindon3 4398 £4398 2019-08-27
Clwyd
Wrexham3 4398 £4398 2019-08-27
Fife
Dunfermline3 4398 £4398 2019-08-27
Leicestershire
Hinckley3 4398 £4398 2019-08-27
Glamorgan
Swansea3 4398 £4398 2019-08-27
Suffolk
Ipswich3 4398 £4398 2019-08-27
Buckinghamshire
Milton Keynes3 4398 £4398 2019-09-02
Berkshire
Wokingham3 4398 £4398 2019-09-02
Yorkshire
Leeds3 4398 £4398 2019-09-02
Bristol
Bristol3 4398 £4398 2019-09-09
Bristol
Bristol3 4398 £4398 2019-09-09
Glasgow
Glasgow3 4398 £4398 2019-09-23
Glasgow
Glasgow3 4398 £4398 2019-09-23
London
London3 4398 £4398 2019-09-25
Virtual
Virtual3 4398 £4398 2019-09-25
Kent
Maidstone3 4398 £4398 2019-09-30
Manchester
Manchester3 4398 £4398 2019-10-07
Manchester
Manchester3 4398 £4398 2019-10-07
Dublin
Dublin3 4398 £4398 2019-10-21
London
London3 4398 £4398 2019-10-21
Dublin
Dublin3 4398 £4398 2019-10-21
Virtual
Virtual0 4398 £4398 2019-10-30
Yorkshire
Leeds3 4398 £4398 2019-11-04
Yorkshire
Leeds3 4398 £4398 2019-11-04
Glamorgan
Cardiff3 4398 £4398 2019-11-11
Midlands
Birmingham3 4398 £4398 2019-11-11
London
London3 4398 £4398 2019-11-11
Sussex
Brighton3 4398 £4398 2019-11-18
Sussex
Brighton3 4398 £4398 2019-11-18
Midlands
Birmingham3 4398 £4398 2019-11-25
Midlands
Birmingham3 4398 £4398 2019-11-25
Virtual
Virtual3 4398 £4398 2019-11-27
Aberdeenshire
Aberdeen3 4398 £4398 2019-12-02
Aberdeenshire
Aberdeen3 4398 £4398 2019-12-02
Northern Ireland
Belfast3 4398 £4398 2019-12-09
Edinburgh
Edinburgh3 4398 £4398 2019-12-16
Edinburgh
Edinburgh3 4398 £4398 2019-12-16
London
London3 4398 £4398 2020-01-15