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ITIL® V3 Service Lifecycle - Service Operation
Duration: 3 Days
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course
ISBN 9780113310463
It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Release Control and Validation management in their own business environment
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Management processes: Service Asset and Configuration Management, Change Management, Service Test and Validation Management, Knowledge Management, Release and Deployment Management and Evaluation Management
• Complete the pre-course work which includes reading the Key Element Guide Service Transition and Key Element Guide Service Operation. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction to Service Operation
Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
The functions contained within Service Operations including how they interact to make Service
Operations work
• The processes and service lifecycle phases that Service Operation interfaces with
• The fundamental aspects of Service Operation and be able to define them
Service Operation Principles
• How Service Operation is organized in relation to Functions, Groups, Teams, Department and
divisions.
• How an organization can achieve balance when dealing with internal verse external organizational
focus, identifying the issues related to organizations who operate at the extremes of these
balances
• What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and
the processes used by them
• The creation, components and implementation of a complete communication strategy to be used
with Service Operations
Service Operation Processes
• The use of and interaction of each of the five key processes that make up Service Operation
• The value to the business that each of the Service Operation processes contributes
• The use of and interaction of all other lifecycle operational activities that contribute to Service
Operation
Common Service Operation Activities
• The difference between a Technology Centric and a Business Centric organization, the five levels
of maturity and how Service Operation can be used to move towards increasing the Business
Centric focus
• How the activities identified in this unit support Service Operation and provide a detailed model of
how to integrate them into a Service Operation organization
Organizing Service Operation
• The objective, activities and roles of each of the four functions indentified in this unit and how to
build a Service Operation model based on these functions
• 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
Technology Considerations
• The technology that supports Service Operation, where and how these can be used
• 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
Implementation Considerations
• Strategies and models for managing Change in Service Operation and how to implement this
activity within an organization
• Implementing Service Operation technologies within a company
• How to assess and manage risk with in a Service Operation group including the interaction that
needs to occur with the Service Design and Service Transition personnel
Challenges, Critical Success Factors and Risks
• The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and
the details behind how each challenge can be addressed
• The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for
measuring and monitoring Service Operation CSFs
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