ITIL Lifecycle Service Operation (SO) Course Outline
This three-day hands-on program leads to a Certificate in ITIL Service Lifecycle Management – Service Operation. This program provides detailed information on the processes, functions, tools, roles, and implementation support needed to deliver and sustain quality IT Services in the live production environment.
Who Should Attend?
This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Operation domain of the ITIL® Service Lifecycle. These include:
Service Desk personnel and Management
Technical Support personnel and Management
Data Center Operations personnel and Management
Security Operations personnel and Management
Application Support Personnel and Management
Project and Program Managers looking to better integrate Operational Readiness
ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.
Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Service Operation areas:
Introduction to Service Operation
Service Operations Principles
Value to the Business
Achieving Balance in Service Operations
Service Operation Processes
Common Service Operation Activities
Monitoring and Control
Facilities and Datacenter
Organizing Service Operation: Functions
IT Operations Management
Roles and Responsibilities
An optional eight-question, ninety-minute, closed book, multiple choice, multi-part, scenario based examination is administered by an independent proctor at the end of the course. Certification is through ACQUIROS. Candidates must have attended an accredited training course (instructor led or online) to sit for the exam. Each student will be awarded three credits towards ITIL Expert® certification upon successful completion of the exam.
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.
3 ITIL Expert Credits
22 PDU Credits
ITIL Certification – Service Lifecycle – Design
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)
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