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ITIL® Intermediate Qualification:
Service Operation


Course 9913 Days

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Quick Enroll

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Service Operation Certification Exam
  • Plan key activities for service operation processes
  • Maintain stability in service operation while allowing for changes in design, scale, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Evaluate service operation processes with critical success factors and key performance indicators

Course Benefits

In order to provide effective and efficient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL service operation best practices. In this course, you learn how to plan, implement and optimize the service operation processes and gain the skills required to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

Who Should Attend

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.

Workshop Course

Through extensive activities, you gain knowledge of the service operation processes. Workshops include:
  • Considering service operation functions and processes
  • Identifying service operation processes managed and controlled during other service lifecycle stages
  • Matching activities to common service operation (CSO) areas
  • Assessing service operation organization structures

Important Course Information

  • Precourse reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Service Operation Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day

Exam Entry Criteria

Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route.

It is also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Course 991 Content

Introduction and Overview

Service operation and the overall ITIL Lifecycle

  • Principles and objectives
  • Functions and common activities
  • How service operation creates business value

Balancing conflicting goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities

Core Service Operation Processes

Policies, principles and basic concepts

  • Purpose and objectives
  • Value to business
  • Process activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Challenges and risks

Primary ITIL processes within service operation

  • Event management: active and passive monitoring
  • Restoring normal service quickly through incident management
  • Request fulfillment
  • Managing problems with root cause analysis
  • Access management

Common Service Operation Activities

Monitoring and control of IT operations

  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the infrastructure

  • Mainframe, server and network management
  • Storage and database administration
  • Managing directory services and desktop support
  • Facilities and datacenter management
  • Improving operational activities

Operational aspects of processes from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

Organizing for Service Operation

Mapping service operation functions to activities

  • Roles and responsibilities
  • Understanding the organizational context

Service operation structure

  • Service desk
  • Technical management
  • IT operations management
  • Application management

Key functions of the service desk

  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed

Structuring the service desk

  • Local vs. centralized
  • The virtual service desk
  • Follow-the-sun operation

Technology-Related Issues

  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to service design, service transition and continual service improvement projects
  • Evaluating change requests
  • Matching technology to the organizational situation

Implementation Challenges and Risks

  • Managing change in service operation
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning and implementing service management technologies
  • Identifying critical success factors (CSFs) and how they contribute to service operation

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ITIL Intermediate Qualification: Service Operation

Training Dates

Live online classroom training. Participate in person or in live, online events (highlighted) via Learning Tree AnyWareTM.
Mar 14 - 16New York enroll
Mar 21 - 23Rockville, MD enroll
Apr 3 - 5Alexandria, VA enroll
Apr 18 - 20Atlanta enroll
Apr 25 - 27Chicago (Schaumburg) enroll
May 2 - 4Reston, VA enroll
May 30 - Jun 1Los Angeles enroll
Jun 6 - 8Boston enroll
Jun 13 - 15Philadelphia enroll
Jun 20 - 22Alexandria, VA enroll
Jun 27 - 29New York enroll
Jul 4 - 6Toronto enroll
Jul 11 - 13Reston, VA enroll
Jul 18 - 20Chicago (Schaumburg) enroll
Jul 25 - 27Rockville, MD enroll

For AnyWare enrollments, please register at least 10 days prior to the start of the course.

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Tuition

$ 2,490Standard Tuition
Tuition with a Savings Plan
$ 1,700Premium-Pass
$ 1,833Training Passport
$ 2,213Government Discount
$ 2,240Alumni Gold Discount
$ 2,250Voucher 10-Pack
$ 2,267Triple-Pack

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