v3 Service Operation

ITIL®

Duration: 3 days
Prices From: £945 per delegate (excluding VAT)

Online Resources High Quality Colour Courseware Post Course Tutor Support All Lunch and Refreshments Inclusive Pass Guarantee Scheme All Course Materials Inclusive

Course Outline

The ITIL® Intermediate Certificate in Service Operation forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will give candidates a deep level of understanding of Service Operation processes and roles.

The ITIL v3 Intermediate Service Operation course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.

ITIL v3 Intermediate Service Operation Course Schedule >>

Course Overview:

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Operation worth 3 credits¹.

Course Content²:

    1. Introduction to Service Operation

    • Service Operation in the Context of the Service Lifecycle
      Principles and Objectives
    • Key Processes
    • Functions and Common Service Operation Activities
    • Service Operation and Business Value
    • Challenges, CSFs and Risks

    2. Service Operation Principles

    • Organisational Issues
    • Achieving Balance
    • Involvement in Service Design and Transition
    • Operational Health
    • Communication and Documentation

    3. Service Operation Processes

    • Event Management
    • Incident Management
    • Request Fulfilment
    • Problem Management
    • Access Management
    • Operational Activities of Other Lifecycle Phases

    4. Common Service Operation Activities
    5. Organising Service Operation

    • Functions
    • Roles and Responsibilities
    • Organisational Structures

    6. Technology and Implementation Considerations

    • Technology and Tooling
    • Good Practice
    • Challenges, CSFs and Risks
    • Managing Change and Project Management

Course Objectives:

This course will enable participants to:

  • Understand the importance of Service Management as a Practice
  • Lead discussions on Service Operation
  • Understand Service Operation Principles and Processes
  • Carry out common Service Operation activities
  • Organise Service Operation effectively
  • Recognise Service Operation functions and technology-related activities
  • Understand how to implement Service Operation
  • Understand and analyse challenges, Critical Success Factors and risks related to Service Operation.

Who Will Benefit?

This course is aimed at individuals who have attained the V3 ITIL Foundation certificate in Service Management and who wish to advance to higher level ITIL certifications. It will give delegates a detailed 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.

Individuals who may find this course of interest include IT professionals working within or about to enter a Service Operation environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL Expert qualification in IT Service Management.

Examination:

  • Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
  • 90 minutes
  • 70% pass mark, distinction mark to be confirmed

Course Materials:

Delegates will receive a copy of FGI's ITIL Intermediate Certificate in Service Operation courseware, along with the Service Operation volume of the ITIL Core Books.

¹ Certain conditions apply – ask your Account Manager for details.
² TBC once Final Syllabus published by APMG

Public Course Schedule

Here are some upcoming courses from our public schedule, for a full list of dates please view our course schedule.

v3 Service Operation (Non-Residential)
Location Start Date Days Price
ex. VAT		 Offers
ex. VAT
Next »
London 27/09/2010 3 £945 £705 Book Enquire
Coventry 11/10/2010 3 £945 £845 Book Enquire
London 15/11/2010 3 £945 £845 Book Enquire
Warwick 22/11/2010 3 £945 £845 Book Enquire
Warwick 10/01/2011 3 £945 Book Enquire
London 31/01/2011 3 £945 Book Enquire
Warwick 04/04/2011 3 £945 Book Enquire

Private On-Site Training

This course can also be taught privately at your workplace by our accredited trainers, for more information read about our on-site training.

Why train with FGI?

AdSource not found