Service Operation
ITIL V3 Service Operation - Accredited
This course is intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. We also cover the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management and the use of underpinning tools and technologies.
Embedded into the three (3) day Service Operation course is our unique virtualization, Living the Lifecycle®. Woven through all of Service Management Dynamix / ITSM Academy's ITIL® V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a "neutral" real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert™:
Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.
Project Management Institute (PMI) Professional Development Units (PDUs): ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 22 contact hours or PDUs upon completion of this course.
Prerequisites:
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
Learners must complete at least 21 hours of personal study by reviewing the Service Operations publication.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® V3 Intermediate Service Lifecycle Certificate: Service Operation.
Audience:
- 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
- Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
- IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
- Individuals seeking the ITIL Expert™ 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
Instructors:
As with all Service Management Dynamix / ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL Experts™ and / or Service Operation Certified and have successfully completed ITSM Academy's Service Operation Train-the-Trainer Program.
Learning Objectives:
- Introduction to Service Operation
- Service Operations Principals
- Service Operation Processes
- Common Service Operation Activities
- Organizing Service Operation: Functions
- Technology Considerations
- Implementation Considerations Challenges, Critical Success Factors and Risks
Course / Student Material:
- Three (3) Days Instructor Led Training and Exercise Facilitation (23 Class Hours/21 Study Hours). Can be extended to a fourth day (for exam review and exam).
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle®, Service Management Dynamix / ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
- The Service Operation exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL® book – Service Operation - before the first class date...a minimum 21 hours of personal study.
- The ITIL® Books are not included with this course; access to the Lifecycle Suite is required.
- Maximum Learners per Class is 16.
Please Note: ITIL® Foundation certification is required to take the Exam.
Last modified: March 25, 2011, 4:14 pm