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ITIL Lifecycle Service Operation (SO) Course Outline

 (3 days)

Overview
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

Prerequisites
ITIL Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

Course Outline
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
Scope
Value to the Business
Achieving Balance in Service Operations
Reactive/Proactive
Internal/External
Quality/Cost
Stability/Responsiveness
Operational Health
Communications

Service Operation Processes
Event Management
Incident Management
Problem Management
Request Fulfillment
Access Management

Common Service Operation Activities
Monitoring and Control
Mainframe
Server
Network
Storage
Database
Directory Services
Desktop
Middleware
Internet
Facilities and Datacenter
Security

Organizing Service Operation: Functions
Service Desk
Technical Management
Applications Management
IT Operations Management

Organizational Structures

Roles and Responsibilities

Technology Considerations

Implementation Considerations

Exam
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.

Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.

Credits Earned
3 ITIL Expert Credits
22 PDU Credits

Related Courses
ITIL Certification – Service Lifecycle – Design
ITIL Certification – Service Lifecycle – Transition
ITIL Certification – Service Lifecycle – Continual Service Improvement (CSI)
View outline in Word

XILLSO

Attend hands-on, instructor-led ITIL Lifecycle Service Operation (SO) training classes at ONLC's more than 300 locations. Not near one of our locations? Attend these same live classes from your home/office PC via our Remote Classroom Instruction (RCI) technology.

For additional training options, check out our list of Courses and select the one that's right for you.

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Fee:  $2295
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