ITIL® Service Operation Lifecycle Classroom

New ITIL® Service Operation Lifecycle Classroom

Course Description:

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL best practice and positions the student to successfully complete the associated exam.


The Service Operation Lifecycle course will be of interest to:

  • Individuals who have their ITIL Foundation Certificate and who want to purse the intermediate and advanced level ITIL certifications

  • Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization

  • IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved

  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules

  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle


Learning Objectives:

Upon completion of this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective

  • Understanding how all Service Operation processes interact with other Service Lifecycle processes

  • The subprocesses, activities, methods and functions used in each of the Service Operation processes

  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence

  • How to measure Service Operation performance

  • Understanding technology and implementation requirements in support of Service Operation

  • The challenges, critical success factors and risks related with Service Operation


Course Logistics:

  • A maximum of 18 people can attend this course with 1 instructor

  • Classroom with U-shaped seating arrangement

  • 2 break out rooms where available

  • Whiteboard, flipchart, projector

  • Previous ITIL Certificate numbers need to be provided prior to the start of the course

  • Course runs 08:00 A.M. – 5:00 P.M. each day – the exam can be schedule from 3:30 P.M. – 5:00 P.M. on the last day


Prerequisites:

  • Candidates for this course must:

  • Hold an ITIL Foundation Certificate or ITIL

  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable


Course Material:

Participant reference material contains the concepts that are covered in the class and a workbook that contains all the exercises and includes answers in the appendix. The Exam Preparation Guide contains the two sample exams released by APMG.


Examination:

  • Evidence of ITIL Foundation Certificate or ITIL v2 Foundation + Foundation Bridge Certificate and completion of Service Operation Lifecycle course from an Accredited Training Provider is required to sit the exam

  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination

  • The syllabus can be downloaded from: http://www.itil-officialsite.com

  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.

  • Exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)

  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks

  • Pass score is 28/40 or 70%


Credits:

  • Upon successful passing of the ITIL Service Operation Lifecycle exam, the student will be recognized with 3 credits in the ITIL qualification scheme.

  • Project Management Institute – Professional Development Units (PDUs) = 24



Agenda:

Day 1

Day 2

Day 3

1. Introduction

4. Service Operation Processes Part 2

6. Operating Service Operation

2. Service Operation principles

5. Common Service Operation Activities

7. Technology Considerations

3. Service Operation Processes Part 1

8. Implementing Considerations

Lunch

Lunch

Lunch

3. Service Operation Processes Part 1

5. Common Service Operation Activities

8. Implementation of Service Operations

4. Service Operation Processes Part 2

6. Organizing Service Operation

9. Challenges, CSF and Risks

10. Exam Preparation/Mock Exam

Homework (Review of the Day’s Materials)

Homework (Review of the Day’s Materials)

Exam


Ordering Options:

Description

Course

Service Operation Lifecycle Course – Materials printed by ITpreneurs

ITL9338MPI

Service Operation Lifecycle Course – Materials printed by partners

ITL9338MPP

Service Operations Lifecycle  – Online Premium exam

ITL9338XO

Service Operations Lifecycle – Paper Premium exam

ITL9338XP

Service Operation Lifecycle – Online exam

ITL1380 XO

Service Operation Lifecycle– Paper exam

ITL1380 XP

Service Operation Lifecycle – Instructor

ITL9338I




Course Outline:

Course introduction

Introductions

Course Introduction

Course Learning Objectives

Unique Nature of the Course

Course Qualification Scheme

Course Agenda and Exam details

Course Agenda

ITIL Intermediate Classroom Course

ITIL Intermediate Expert Program Course

ITIL Intermediate Classroom Blended Course

ITIL Intermediate Virtual Classroom Blended Course

Unit 1: introduction to Service Operation

1.1 Purpose and Objectives

Course Details
Certificate ITIL® Service Operation Lifecycle
Credits 3 Credits to ITIL Expert
Duration 3 days
Languages English
PMI® PDUs 24
Delivery Method Exam, Virtual Classroom

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