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ITIL and IT Service Management Training









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ITIL® Intermediate: Service Operation

COURSE TYPE

Practitioner

Course Number

991

Duration

3 Days

Enroll

About This Course:  In our ITIL Intermediate Service Operation training, you learn to plan, implement and optimize service operation processes. Course includes pre-course reading, evening study, the ITIL SO exam and overview maps that illustrate the ITIL lifecycle stages, reinforcing key concepts. The ITIL Foundation Certificate is required to take the exam.

You Will Learn How To

  • Prepare for and pass the ITIL Service Operation (SO) Exam
  • Plan key activities for ITIL Service Operation processes
  • Maintain stability in SO while allowing for changes in design, scale, scope and service
  • Support operations through new models and architectures
  • Evaluate SO processes with critical success factors and KPIs

Important Course Information

Requirements:

  • Must hold the ITIL Foundation Certificate (see Course 1197, Achieving ITIL® Foundation Certification)

Recommended Experience:

  • Basic IT literacy and around two years of IT experience

Course Preparation:

  • Before your event, you will be sent a Pre-Course Study Guide and the Key Element Guide ITIL Service Operation, which you should read as part of the 21 hours of personal study
  • You should acquire and read the ITIL Service Operation core publication, focusing on Chapter 2 and review your ITIL Foundation course materials

Exam Information:

  • The ITIL Service Operation exam can be taken on the last day of the course (in-class), or any time after the course is completed via ProctorU (online) or at an eligible testing center
  • Achieving the ITIL Intermediate Qualification: Service Operation certificate provides three credits toward your ITIL Expert certification

Course Outline

  • ITIL Service Operation: 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 data center management
  • Improving operational activities

Operational aspects 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 service management technologies
  • Identifying Critical Success Factors (CSFs)
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Course Schedule

Attend this live, instructor-led course In-Class or Online via AnyWare.

Hassle-Free Enrollment: No advance payment required.
Tuition due 30 days after your course.

Dec 20 - 22 Rockville, MD/AnyWare Enroll Now

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Live, Online via AnyWare
In-Class

Jan 25 - 27 AnyWare Enroll Now

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Feb 22 - 24 Alexandria, VA/AnyWare Enroll Now

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Mar 15 - 17 Herndon, VA/AnyWare Enroll Now

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Apr 5 - 7 Toronto/AnyWare Enroll Now

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Apr 12 - 14 Rockville, MD/AnyWare Enroll Now

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May 24 - 26 AnyWare Enroll Now

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Jun 21 - 23 Herndon, VA/AnyWare Enroll Now

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Aug 2 - 4 Alexandria, VA/AnyWare Enroll Now

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Aug 23 - 25 Rockville, MD/AnyWare Enroll Now

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Sep 13 - 15 AnyWare Enroll Now

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Oct 4 - 6 Toronto/AnyWare Enroll Now

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In-Class

Nov 1 - 3 Herndon, VA/AnyWare Enroll Now

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Bring this Course to Your Organization and Train Your Entire Team
For more information, call 1-888-843-8733 or click here

Tuition

Standard

$2650

Government

$2355

Course Tuition Includes:

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

ITIL Certification Success Package
Exclusively available from Learning Tree, your ITIL training comes with a suite of benefits, including: unlimited course and exam retakes, free webinars, and expert guidance through the ITIL certification process.

Free Course Exam
You can take your course exam on the last day of your course and receive a Certificate of Achievement with the designation "Awarded with Distinction."

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Questions

Call 1-888-843-8733 or click here »

An experienced training advisor will happily answer any questions you may have and alert you to any tuition savings to
which you or your organization may be entitled.

Training Hours

Days 1 - 2 Course Hours:

9:00 a.m. - 5:30 p.m.
Two 15-minute breaks
45-minute lunch

Day 3 Course Hours - Last Day:
9:00 a.m. - 4:30 p.m.
Two 15-minute breaks
45-minute lunch
Free Course Exam*:
3:00 p.m. - 4:30 p.m.

*All AnyWare remote attendees participating in an ITIL course will have the opportunity to take their ITIL exam through a Pearson Vue testing center authorized by APMG.  However, there are other options available for most ITIL exams, including ProctorU.  If you have any questions or would like to learn more about your exam options, please call us at 1-888-THE-TREE (843-8733).

Both Learning Tree and this course have been accredited by the APM Group. As an Accredited Training Organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance owned by AXELOS Limited aimed at helping organizations and individuals manage their projects, programs, and services.

ITIL® is a registered trade mark of AXELOS Limited.

Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Learning Tree is an official strategic partner of the product owner, AXELOS and an Accredited Training Provider (ATO) of the APM Group. As an accredited training organization (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. Read more ...

Earn 19 Credits from NASBA

This course qualifies for 19 CPE credits from the National Association of State Boards of Accountancy CPE program. Read more ...

Earn 19 PDUs


PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

This course is approved by PMI® for 19 professional development units (PDUs). For more on the Project Management Institute and a full list of courses approved for PDUs.

Business & Strategic : 19 PDUs

Read more ...

“This ITIL course showed me practical ways of handling a service operation situation. Our instructor was great at answering my questions and presenting real-life examples.”

- S. Govindan, IT QA & Process Manager
United Nations Federal Credit Union

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