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Service Operation Lifecycle

ITIL® Service Lifecycle – Managing Across the Lifecycle

This course will be your final step in achieving the ITIL Expert qualification.

ITIL

This course is intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. We also cover the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management and the use of underpinning tools and technologies.

Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.

Who should attend?
Candidates are required to have achieved a minimum of 17 credits from any combination of ITIL v3 units OR a combination of v2 Practitioner and v3 units, including an ITIL® Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent. The ITIL® Version 3 Foundation Certification in IT Service Management – obtained through ITIL® V3 Foundation or Foundation Bridge Course.

Candidates must complete at least 21 hours of personal study by reviewing the Service Strategy publication.

Exam
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more. Exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Transition Certificate.

Objectives
Upon successful completion learners will understand:
This certification completes the Lifecycle and Capability streams by focusing on the ancillary knowledge required to implement and manage the necessary skills associated with the use of the Lifecycle practices and includes:

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations Challenges, Critical Success Factors and Risks

Course Content

Topics covered include:

  • The main principles and objectives of Service Operation
  • Challenges, Critical Success Factors and Risks
  • Organizational issues concerned with Functions, Groups, Teams, Department & Divisions
  • Achieving balance in Service Operations
  • Operational Health, Communication and Documentation
  • The activities commonly performed in the Service Operation arena
  • Improvement of Operational Activities
  • Implementation consideration
  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing & Managing Risk in Service Operations
  • Operational Staff in Design & Transition
  • Planning & Implementing Service Management Technologies

The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage:

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management

Audience

  • CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle
  • Individuals requiring a deeper understanding of the ITIL® Service Strategy stage of the Lifecycle and how activities in it may be implemented to enhance the quality of IT Service Management within an organization
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in Service Strategy
  • Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite