The ITIL Service Operation training course is designed to provide you with an in-depth exploration of ITIL® Service Operation principles and processes.
The course begins with an introduction to Service Operation, and how it benefits an organization, before moving into SO principles, processes, and organization. Then, we discuss the technology, important considerations in SO, and ways to implement and improve these tools. The course concludes with a discussion of challenges, benefits, and risks in incorporating Service Operation.
If you work within a Service Operation (SO) environment, and require a deeper understanding of the underlying concepts and processes involved, this course will enhance your knowledge of management responsibilities and how they may be used to enhance overall service quality.
Student must hold one of the following (photocopied proof required):
- v3 ITIL® Foundation Certificate, or
- v2-v3 Foundation Bridge Certificate
2-4 years of professional experience within Service Management, as well as defined experience in at least one of the SO processes, is strongly recommended.
Upon completion of this course, you should know:
- Focus on the managerial and control aspects of the operational environment with regard to Service Strategy.
- Educate IT Professionals in the value of IT Service Strategy.
What You'll Learn
In the ITIL Service Operation training course, you’ll learn:
- Purpose and goals
- Linking Service Operation to other ITIL® Lifecycle stages
- How Service Operation creates business value
- Service Operation principles: common principles and guidelines that will influence the performance of SO processes and functions
- Service Operation Principles
- Organizational issues
- Achieving balance in Service Operations
- Service Operation Processes
- Event management
- Incident management
- Request fulfillment
- Problem management
- Access management
- Organizing Service Operation
- Mapping Service Operation functions to activities
- Service Operation structure
- Key functions of the Service Desk
- Structuring the Service Desk
- Service Operations functions
- Technology and Implementation
- Defining technology and tool requirements
- Analyzing the technology requirements for the elements of Service Operation
- Supporting Service Operation through technology
- Matching technology to the organizational situation
- Implementing and Improving
- Service Operation
- Challenges facing Service Operation
- Identifying CSFs and risks that affect the viability of new and changed services
- Establishing critical success factors and key performance indicators (KPIs)
- Estimating benefits and risks for new or changed services