ITIL® Service Operation e-learning with exam voucher
This ITIL® Service Operation course provides a comprehensive overview of this area of the Service Lifecycle and prepares you to take the Service Operation exam, leading to the ITIL® Service Operation certification. The exam is included. ITIL® Service Operation is one of the nine ITIL® Intermediate courses which can be mixed and matched to gain the credits needed for the ITIL® Expert certification, and one of the five courses which make up the Service Lifecycle Stream. Service Operation concerns the principles, processes, operational activities, and functions required to manage the performance of products and services.
ITIL® Foundation training attendance.
The course will benefit anybody who will be involved in the improvement activities of the Service Lifecycle, including CIOs, CTOs, IT Managers, and IT Consultants and Architects
Upon purchase you will receive a password via the email you used to purchase the course. You will then be able to login to the online learning platform with your email and password. You will have access to the platform for 90 days to complete your course.
The specifics of this e-learning:
- Internationally accredited
- You can gain credit points
- You can access the material anytime, from anywhere
- It is accessible on mobile phone too
- It contains sample questions, and a sample exam
- ITIL® Service Operation exam voucher
This Service Operation course opens by examining how better service operation can be created by adapting to business change as well as how service operation can help ensure business continuity, maintain security and customer satisfaction, and provide a useful and universal structure with which to handle incidents. The course then moves on to cover the various functions of service operation, including the different types of service desk and their responsibilities (such as logging incidents and communicating with customers), IT operations management (which details how to establish and maintain a stable IT infrastructure), and the requirements of the Application Management lifecycle. Finally, the course ends with a focus on the practical elements of implementing service operations, including managing change to service operations and minimising disruption, and assessing how to tackle challenges and risks involved in the optimisation of an ITSM ecosystem.
By providing a comprehensive framework of the activities that should be carried out during the operation of services, Service Operation will be particularly beneficial to anybody involved in these processes. This Service Operation course counts for 3 credits towards an ITIL® Practitioner qualification.
1. INTRODUCTION TO SERVICE OPERATION:
1.1. Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
1.2. The functions contained within Service Operations including how they interact to make Service Operations work
1.3. The processes and service lifecycle phases that Service Operation interfaces with
1.4. The fundamental aspects of Service Operation and be able to define them
2. SERVICE OPERATION PRINCIPLES:
2.1.How Service Operation is organized in relation to Functions, Groups, Teams, Department, and divisions.
2.2. How an organisation can achieve balance when dealing with internal verse external organisational focus, identifying the issues related to organizations who operate at the extremes of these balances
2.3. What “Operational Health” means, specifically addressing examples of “Self-Healing Systems” and the processes used by them
2.4. The creation components and implementation of a complete communication strategy to be used with Service Operations
3. SERVICE OPERATION PROCESSES:
3.1. The use of and interaction of each of the five key processes that make up Service Operation
3.2. The value to the business that each of the Service Operation processes contributes
3.3. The use of and interaction with all other lifecycle operational activities that contribute to Service Operation
4. COMMON SERVICE OPERATION ACTIVITIES:
4.1. The difference between a Technology-Centric and a Business-Centric organisation, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
4.2. How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organisation
5. ORGANISING SERVICE OPERATION:
5.1. The objective, activities and roles of each of the four functions identified in this unit and how to build a Service Operation model based on these functions
5.2. Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organization would be structured to use these roles
6. TECHNOLOGY CONSIDERATIONS:
6.1. The technology that supports Service Operation, where and how these can be used
6.2. The technology required to support each of the Service Operations processes and functions: Event Management, Incident Management, Request Fulfilment, Problem Management, Access Management, and Service Desk
7. IMPLEMENTATION CONSIDERATIONS:
7.1. Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
7.2. Implementing Service Operation technologies within a company
7.3. How to assess and manage risk within a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel
8. CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS:
8.1. The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
8.2. The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The ITIL® courses on this page are offered by The Knowledge Academy Ltd. ATO/AFFILIATE of Axelos Limited.
The ITIL® Service Operation exam measures knowledge of the Service Operation stage of the lifecycle, including core activities and techniques.
- 8 multiple choice questions
- 90 minutes
- Pass mark: 70% or 28/40
- Closed book
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