Once a service has been designed and transitioned these services need to be run and the Service Operations phase of the lifecycle deals with the ongoing issues associated with running services.

These include managing Incidents and Problems, along with the considerations of Access Control, Request Management and Event Management. Understanding how these processes can be carried out by the functions such as Service Desk, Operations, Technical and Applications Management is also a key area.

Credits
Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.

Who Should Attend
The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle or are involved with SO as part of your role within ITSM. SO also offers a natural career development path for anyone who already hold's the ITIL Foundation Certificate.

Pre-requisites
Delegates must already hold the ITIL Foundation Certificate in IT Service Management. (The V3 Foundation or V2 Foundation plus Bridge Certificate)

Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £110+VAT

COURSE OVERVIEW

During the course, you will obtain knowledge on:

The importance of Service Management as a Practice concept & Service Operation Principles, Purpose & Objectives

How all ITIL Service Operation processes interact with other Service Lifecycle Processes

The sub-processes, activities, methods and functions used in each of the ITIL Service Operation Processes, and how to use them to achieve operational excellence

How to measure ITIL Service Operations

The Technology and implementation considerations surrounding ITIL Service Operation

Challenges, Critical Success Factors and Risks associated to ITIL Service Operation

There is plenty of opportunity to practice the application of these topics using a case study during the course

COURSE TOPICS

INTRODUCTION TO SERVICE OPERATION
The concepts and terminology in the field of Service Operation

SERVICE OPERATION PRINCIPLES

SERVICE OPERATION PROCESSES
The managerial & supervisory aspects of the the ITIL processes covered in SO

COMMON SERVICE OPERATION ACTIVITIES

ORGANISING SERVICE OPERATION
This unit covers the SO functions and maps them to roles, responsibilities and activities.

TECHNOLOGY CONSIDERATIONS
This unit covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to Service Operation practices.

IMPLEMENTATION CONSIDERATIONS

CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS
This unit covers the challenges and risks facing Service Operation and how Critical Success Factors contribute to Service Operation

APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers

Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken