*Based on the 2011 Edition*    

Class Overview

• Introduction to Service Operation
• Service Operations Principals
• Service Operation Processes
• Common Service Operation Activities
• Organizing for Service Operation
• Technology Considerations
• Implementation of Service Operations
• Challenges, Critical Success Factors and Risks

Target Audience

• 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 organization
• IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
• Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification can be one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite

Prerequisites

• Must hold the ITIL v3 Foundations Certificate in IT Service Management or ITIL v2 Foundation plus the Foundation Bridge Certificate, and must be presented prior to class
• There are no minimum requirements, but a basic IT literacy and around 2 years IT experience are highly desirable
• It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination
• Approximately 2 hour of home study each evening

Course Length

• Three days- includes lecture, exam preparation, and exam

Exam

• 90-minute timed test
• Closed book
• Passing score: 28/40 or 70%

Class Size

•   Maximum of 18 students

Objectives

• The main purpose and objective of Service Operation
• The scope of Service Operation
• The context of Service Operation and the Service Lifecycle 
• Service Operation Fundamentals 
• the value to the business

• Service Operations inputs and outputs 
• Achieving balance in Service Operations
• Providing good Service
• Involvement in other Lifecycle stages 
• Operational Health
• Communication
• Documentation

• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management

• Monitoring and Control
• IT Operations
• Mainframe Management
• Server and Mainframe Management and Support
• Network Management
• Storage and Archive
• Database Administration
• Directory Services Management
• Desktop and Mobile Device Support
• Middleware Management
• Internet/Web Management
• Facilities and Data Center Management
• Operational activities of processes covered in other Lifecycle stages
• Improvement of Operational Activities

• Functions
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
• Roles
• Service Operation Organizational Structures

• Technology, tools and telephony requirements for the Service Operation processes and activities
  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk

• Managing Change in Service Operation
• Service Operation and Project Management
• Assessing and Managing Risk in Service Operation
• Operational Staff in Design and Transition
• Planning and Implementing Service Management Technologies

Eligibility for the exam

To be eligible for the ITIL Expert Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:

 
• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• There is no minimum requirement but a basic IT literacy and 2+ years IT experience are highly desirable
• Hold the ITIL V3 Foundation Certificate in IT Service Management, or ITIL V2 Foundation plus the Bridge Certificate
• It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination

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