Course details
ITIL® V3 Service Lifecycle - Service Operation (SO)
3 days
Forthcoming dates for this course
We are running the ITIL® V3 Service Lifecycle - Service Operation (SO) on the following dates. You can book your place online in just a few clicks. Or, if you would like The Grey Matters to conduct a private course within your organisation, please contact us for more details.
| Dates | Venue | Price | ||
|---|---|---|---|---|
| 27 – 29 Feb 2012 | Solihull | £995.00 | Book now | |
| 26 – 28 Mar 2012 | Heywood, Manchester | £995.00 | Book now | |
| 16 – 18 Apr 2012 | London City Point | £995.00 | Book now | |
| 16 – 18 Apr 2012 | Reading (Arlington Business Park) | £995.00 | Book now | |
| 28 – 30 May 2012 | Solihull | £995.00 | Book now | |
| 29 – 31 May 2012 | Heywood, Manchester | £995.00 | Book now | |
| 2 – 4 Jul 2012 | London City Point | £995.00 | Book now | |
| 2 – 4 Jul 2012 | Reading (Arlington Business Park) | £995.00 | Book now | |
| 11 – 13 Sep 2012 | Heywood, Manchester | £995.00 | Book now | |
The course builds on the general principles covered in the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operations principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.
Objectives
- 1. To obtain knowledge on ITIL® concepts and terminology and enable delegates to understand the processes and activities involved in the Service Operation.
- 2. To give a detailed management/business level 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 organisation.
- 3. To explain the roles and justify the need of Service Operation in the Service Lifecycle.
- 4. To prepare delegates for the ITIL® Lifecycle examination in Service Operation (which takes place as part of the course).
Who should attend?
The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle. It offers a career development path for practitioners who already hold the ITIL® V3 Foundation Certificate.
Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.
It is a prerequisite that delegates hold the ITIL® V3 Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Professional Qualifications
The course forms part of the ITIL® Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed 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 will be 65% or higher.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.
Topics covered :
- The main principles and objectives of Service Operation
- Challenges, Critical Success Factors and Risks
- Organizational issues concerned with Operation
- Technology considerations related to Service Operation
- The activities commonly performed in the Service Operation arena
- Assessing Critical Success Factors and Managing Risk in Service Operation
The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage:
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management
