Description

This four day course leads to the ITIL Certificate – Service Operation. This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

This course is suitable for individuals who require 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

It is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.

Structure

The course will consist of formal lecturing, group discussions, in-course assignments, and a practice examination paper. Days one to three will consist of detailed learning activities with evening assignments. The morning of day four will be devoted to revision and exam preparation. The examination will take place after lunch on day four. 

Topics

Introduction to Service Operation

Service Operations Principles

Service Operation Processes

Common Service Operation Activities

Organising Service Operation: Functions

Technology Considerations

Implementation Considerations

Challenges, Critical Success Factors and Risks 

Pre-Requisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate).

Candidates should bring their certificate(s) with them to complete the registration process on the first day of the course.

Recommended Follow-Up Training

ITIL3-SS – Service Strategy. (4 days).
ITIL3-SD – Service Design. (4 days).
ITIL3-ST - Service Transition. (4 days)
ITIL3-CSI – Continual Service Improvement. (4 days).
ITIL3-MAL – Managing across the Lifecycle. (5 days).

The following dates are available for this course:

Heywood (Manchester)

• 13-16 September 2010