The Information Technology Infrastructure Library (ITIL®) has become the de-facto best practice standard for the provision of high quality IT services worldwide. It provides guidance to customers of Information Technology services on what they should demand, and for IT organizations the various publications identify what should be provided and how to maximize efficiency and effectiveness.
The 3-day ITIL® Service Operation Course is an independent certification and also prepares the candidate for the Managing through the Lifecycle and ITIL® Expert certifications. This course covers operational processes, functions, common activities, technology and implementation issues.
You will gain detailed knowledge of the contents of the ITIL® V3 Service Operation publication. The lectures and exercises in this class will provide you with the information that you need and practice in applying the important principles of this certification.
During this class, we will explore the details of managing Operations in an Information Technology organization. We'll discuss and practice Best Practice methodologies for ensuring that all of the operational activities that make up an IT Operations group meet Service Level Agreements, carry out routine maintenance and communications, and embed the principles of Continuous Improvement.
The partner Capability course, Service Operational Analysis, provides more detailed information on the design of Service Operation activities to ensure that they support the overall Service Lifecycle.
Participants will gain practical skills in the following areas:
The ITIL® Intermediate Service Operation course is appropriate for individuals who:
This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.
At the end of the course, participants’ will write the ITIL® V3 Service Operation examination on which delegates are required to score 70% to be awarded ITIL® V3 Service Operation Certificate.
You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.
The Lifecycle Phase: Service Operation
Processes in Service Operation
Processes in Service Operation Cont`d
Functions in Service Operation
Wrap up, Mock and Exam