ITIL® Service Lifecycle: Service Operation
Who Needs to Attend
- IT operations, technical, or IT management personnel requiring more information about ITIL best practices
- Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Prerequisites
- ITIL v3 Foundation Certification (required)
- Two years of relevant work experience
- To prepare for the end-of-class exam, it is recommended that you review the ITIL v3 publication Service Operation (ISBN 10: 0113310463) and complete at least 21 hours of personal study
Follow-On Courses
- ITIL® Service Lifecycle: Service Transition
- ITIL® Service Capability: Service Offerings and Agreements
- ITIL® Service Capability: Release, Control, and Validation
- ITIL® Service Capability: Operational Support and Analysis
Learn the best practices for ITIL Service Operation.
In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the Service Operation phase of the Service Lifecycle. You'll focus on Service Operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course uses an engaging case study-based approach to learning the core disciplines of the ITIL best practices, and it positions you to successfully complete the associated exam. The exam will be offered on the last day of the course at 3:30 pm.
The main process focus areas of this course include:
- Incident Management
- Problem Management
- Request Fulfillment and Access Management
The main function focus areas of this course include:
- Service Desk
- Technical Management
- IT Operations Management
- Application Management
Please note: The ITIL v3 Foundation certification is required to take the exam at the end of class. Proof of certification must be provided to Global Knowledge 20 days prior to the start of class. Please e-mail certification information to ITIL.Courses@globalknowledge.com, or fax it to (919) 468-4104.
What You'll Learn
- Importance of Service Management as a practice concept and Service Operation principals, purpose, and objectives
- How all processes in ITIL Service Operations interact with other Service Lifecycle processes
- Sub-processes, activities, methods, and functions used in each of the ITIL Service Operation processes
- Roles and responsibilities within ITIL Service Operation and the activities and functions to achieve operational excellence
- How to measure ITIL Service Operations
- Technology and implementation considerations surrounding ITIL Service Operation
- Challenges, critical success factors, and risks associated with ITIL Service Operation
Course Outline
1. Introduction and Service Operation as a Practice
2. Service Operation Principles
3. Service Operation Processes
4. Common Service Operation Activities
5. Organizing Service Operation
6. Technology Considerations
7. Implementation Considerations
8. Challenges, Critical Success Factors, and Risks
9. Exam Preparation/Mock Exam
10. Exam
Classroom Dates and Locations
Date |
Location |
|
| Nov 2 - 5, 2010 | Ottawa, ON | Register |
| Nov 29 - Dec 2, 2010 | Mississauga, ON | Register |
| Dec 7 - 10, 2010 | Winnipeg, MB | Register |
| Jan 4 - 7, 2011 | Toronto, ON | Register |
| Jan 11 - 14, 2011 | Victoria, BC | Register |
| Jan 24 - 27, 2011 | Vancouver, BC | Register |
| Jan 25 - 28, 2011 | Montreal, QC | Register |
| Feb 7 - 10, 2011 | Kitchener, ON | Register |
| Feb 14 - 17, 2011 | Edmonton, AB | Register |
| Feb 15 - 18, 2011 | Ottawa, ON | Register |
| Feb 15 - 18, 2011 | Calgary, AB | Register |
| Mar 1 - 4, 2011 | Halifax, NS | Register |
| Mar 7 - 10, 2011 | Mississauga, ON | Register |
| Apr 5 - 8, 2011 | Winnipeg, MB | Register |
| May 17 - 20, 2011 | Victoria, BC | Register |
| May 17 - 20, 2011 | Ottawa, ON | Register |
| May 17 - 20, 2011 | Toronto, ON | Register |
| May 30 - Jun 2, 2011 | Vancouver, BC | Register |
Don’t see the location or date you need? No problem – just use our By Request service.
Course Code: 2648
Registration Information
$2895 CAD
4 Day Course
28 PMI PDUs
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