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ITIL

ITIL® Lifecycle – Service Operation Training

This training is designed for professionals pursuing a specialist certification in the ITIL® Service Operation practice area.

Course Overview

This 3-day, instructor-led course is targeted toward IT professionals in the Service Management field. It covers:

  • Service Operation principles, processes, functions & activities
  • Technology considerations
  • Implementation considerations
  • Challenges, critical success factors & risks

Schedule

date
location
price
2/04/20 - 2/06/20 (3 days)

12:00AM - 12:00AM

Columbia, MD
Open
$2,249
2/11/20 - 2/18/20 (3 days)

12:00AM - 12:00AM

Tysons Corner, VA
Open
$2,249
3/10/20 - 3/12/20 (3 days)

12:00AM - 12:00AM

Online
Open
$2,249
8/04/20 - 8/06/20 (3 days)

12:00AM - 12:00AM

Columbia, MD
Open
$2,249
8/11/20 - 8/13/20 (3 days)

12:00AM - 12:00AM

Tysons Corner, VA
Open
$2,249
9/08/20 - 9/10/20 (3 days)

12:00AM - 12:00AM

Online
Open
$2,249
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Course Outline

Introduction to Service Operation

  • Describe the purpose, goals and objectives of service operation
  • Describe the scope of service operation
  • Describe the business value of service operation
  • Describe the context of service operation in the ITIL service lifecycle

Service Operation Principles

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

  • Balance in service operation
  • Providing a good service
  • Involvement in other lifecycle stages
  • Operational health
  • Communication
  • Documentation
  • Service Operation inputs and outputs with the service lifecycle

Service Operation Processes

  • Understand the purpose and objectives of event management
  • Understand the scope of event management
  • Understand the value to business of event management
  • Understand the policies, principles and basic concepts of event management
  • Understand event management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of event management
  • Understand the critical success factor and key performance indicators of event management
  • Understand the purpose and objectives of incident management
  • Understand the scope of incident management
  • Understand the value to business of incident management
  • Understand the policies, principles and basic concepts of incident Management
  • Understand incident management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of incident management
  • Understand the critical success factors and key performance indicators of incident management
  • Understand the purpose and objectives of request fulfillment
  • Understand the scope of request fulfillment
  • Understand the value to business of request fulfillment
  • Understand the policies, principles and basic concepts of request fulfillment
  • Understand the triggers, inputs, outputs and interfaces of request fulfillment
  • Understand the critical success factors and key performance indicators of request fulfillment
  • Understand the purpose and objectives of problem management
  • Understand the scope of problem management
  • Understand the value to business of problem management
  • Understand the policies, principles and basic concepts of problem management
  • Understand problem management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of problem management
  • Understand the critical success factors and key performance indicators of problem management
  • Understand the purpose and objectives of access management
  • Understand the scope of access management
  • Understand the value to business of access management
  • Understand the policies, principles and basic concepts of access management
  • Understand access management activities, methods and techniques
  • Understand the triggers, inputs, outputs and interfaces of access management
  • Understand the critical success factors and key performance indicators of access management

Common Service Operation Activities

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

  • Monitoring and control
  • IT operations
  • Server and mainframe management and support
  • Network management
  • Storage and archive
  • Database administration
  • Directory services management
  • Desktop and mobile device support
  • Middleware management
  • Internet/web management
  • Facilities and data center management
  • Operational activities of processes covered in other lifecycle stages
  • Improvement of operational activities

Organizing for Service Operation

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

  • Service desk function
  • Technical management function
  • IT operations management function
  • Application management function
  • Roles
  • Service operation organizational structures

Technology Considerations

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

  • Technology, tools and telephony requirements for service operation processes and functions:
  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Access management
  • Service desk

Implementation of Service Operation

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

  • Managing change in service operation
  • Service operation and project management
  • Assessing and managing risk in service operation
  • Operational staff in design and transition
  • Planning and implementing service management technologies

Challenges, Critical Success Factors & Risks

Understand, describe, identify, demonstrate, apply, distinguish, produce, decide and/or analyze the following:

  • Challenges
  • Critical success factors and key performance indicators
  • Risks

Exam Information

You can use the ITIL Intermediate voucher for any ITIL Lifecycle or Capability exam.

Details:

  • Number of Questions: 8
  • Passing Score: 70%
  • Duration: 90 minutes
  • Format: multiple choice, scenario-based and gradient scored
  • Students must present an ITIL 2011 Foundation or V2 Foundation plus Bridge Certificate before taking the exam.

Phoenix TS is an authorized testing center for Pearson VUE & Prometric exams. Register for the exam by visiting the Pearson VUE and Prometric websites or call us at (240) 667-7757.

ITIL® is a [registered] trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

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$2,091 – $2,249

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  • Included in this ITIL® Lifecycle – Service Operation Training

    • 3 days instructor-led training
    • ITIL® Lifecycle – Service Operation Training training book
    • Notepad, pen and highlighter
    • Variety of bagels, fruits, doughnuts and cereal available at the start of class*
    • Tea, coffee and soda available throughout the day*
    • Freshly baked cookies every afternoon*
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