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ITIL® Service Operation

Course Code

MQ850

Duration

3 Days

In order to take the ITIL® Service Operation course, candidates must:
  • Have passed the ITIL® Foundation certification exam
  • In order to take the ITIL® Service Operation exam, candidates must complete the ITIL® Service Operation course and present a Certificate of Completion
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, paying particular attention to the Service Operation-specific terminology cited in the syllabus and defined in the Official ITIL Acronyms and the Official ITIL Glossary, noting new terms and questions to raise in class
This 3-day (21 contact hours) course provides learners with the knowledge of management level concepts and core information of the activities and techniques within service Operation. To achieve the ITIL® Service Operation certificate in IT service management you must complete all units and successfully pass the corresponding examination.
This course is intended for 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 provisioning within their organization, as well as IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved.

This course is also intended for individuals seeking the ITIL® Expert in IT Service Management qualification, or the ITIL® Expert in IT Service Management qualification.

After completing this course, learners will be able to gain knowledge and understanding of:
  • Introduction to Service Operation
  • Service Operations Principles
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing Service Operation: Functions
  • Technology Considerations
  • Implementation of Service Operation
  • Challenges, Critical Success Factors and Risks
Module 1: Introduction to Service Operation
Module 2: Service Operation Principles
Module 3: Service Operation Processes
Module 4: Common Service Operation Activities
Module 5: Organizing Service Operation: Functions
Module 6: Service Operations – Technology Considerations
Module 7: Service Operations – Implementation Considerations
Module 8: Challenges, Critical Success Factors, and Risks in Service Operation
Module 9: Summary, Exam Preparation, and Directed Studies
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