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ITIL 2011 Service Lifecycle - Service Operations


[ Course No. ITIL11-SO - 4 Days]

  • Course Overview

Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Operation stage of the Service Lifecycle. This lifecycle stage focuses on organizing and maintaining the day-to-day Service Operation. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Operation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood's integrated case study deepens the participant's appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

  • Audience Profile

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application.

  • At Course Completion

Upon successful completion of this course, students will be able to:

  • The term "Service Operation", and how it fits in the overall core ITIL Lifecycle
  • The operational activities of processes covered in other Lifecycle phases
  • Service Operation Processes
  • Organizational issues including: Functions, Groups, Teams, Department and Divisions
  • Service Operation Activities
  • Service Operation Technology Considerations and Requirements
  • Planning and Implementing Service Management Technologies
  • Managing Change in Service Operations
  • Challenges, Critical Success Factors and Risks
  • Prerequisites

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

  • Applicable Exams

ITIL® Service Operations

  • Course Outline

Module 1: Course Introduction

Lessons

  • The term "Service Operation", and how it fits in the overall core ITIL Lifecycle
  • The main purpose and objectives of Service Operation
  • The ITIL processes primarily covered in Service Operation
  • The functions within Service Operation
  • The value to the business

Module 2: Principles

Lessons

  • Organizational issues including: Functions, Groups, Teams, Department and Divisions
  • Achieving balance in Service Operations
  • Providing Service
  • Involvement in Design and Transition
  • Operational Health
  • Communication
  • Documentation

Module 3: Processes

Lessons

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • The operational activities of processes covered in other Lifecycle phases
  • Change Management
  • Configuration Management
  • Release Management
  • Capacity Management
  • Availability Management
  • Knowledge Management
  • Financial Management
  • IT Service Continuity Management

Module 4: Activities

Lessons

  • Monitoring and Control
  • IT Operations
  • Mainframe Management
  • Server Management and Support
  • Network Management
  • Storage and Archive
  • Database Management
  • Directory Services Management
  • Desktop Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management
  • IT Security Management in relation to Service Operation
  • Improvement of Operational Activities

Module 5: Organization

Lessons

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

Module 6: Technology Considerations

Lessons

  • Generic Requirements
  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management
  • Service Desk

Module 7: Implementation and Improvement

Lessons

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

EXAM PREPERATION

  • Sample Exams
  • Feedback
  • Recap


ITIL® is a registered trade mark of AXELOS Limited.

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