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ITIL Service Lifecycle: Service Operation

Learn the principles, processes, common activities, and implementation considerations of ITIL® service operation.

GK# 2648

Course Overview

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 3:00 pm.

The main process focus areas of this course include:

  • Event management
  • Incident management
  • Problem management
  • Request fulfillment
  • Access management

The organizational functions focused on in this course include:

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

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Delivery Format Options

  • Classroom Live

    Classroom Live

    Receive face-to-face instruction at one of our training center locations.

    From

    $2995 CAD

    4 day

  • Private Group Training

    Private Group Training

    Train your entire team in a private, coordinated professional development session at the location of your choice.

    Receive private training for teams online and in-person.

Request a date or location for this course.

What You'll Learn

  • Importance of service management as a practice concept and service operation principals, purpose, and objectives
  • How all processes in ITIL service operation interact with other service lifecycle processes
  • Sub-processes, activities, methods, and functions used in each of the ITIL service operation processes
  • Roles and responsibilities within ITIL service operation and the activities and functions to achieve operational excellence
  • How to measure ITIL service operation
  • Technology and implementation considerations surrounding ITIL service operation
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service operation

Follow-On Courses

Who Needs To Attend

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Course Outline

Download Course Outline

Exam Guarantee

Pass the ITIL Intermediate exams or your money back — we guarantee it.

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