ITIL Service Lifecycle: Service Operation

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.

Retail Price: $2,195.00

Next Date: 07/21/2020

Course Days: 3


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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

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

This course positions you to successfully complete the associated exam, which is offered on the last day of class at 3:00 pm for classroom students.  Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience.  Beginning on March 5th, 2018, students will receive their course materials through a link in their MyGK account.  This is a BYOD course.  Students can download their course materials and view them on a tablet/iPad or a PC/Mac.

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.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Certification:

  • ITIL Intermediate Qualification: Service Operation certificate

Prerequisites

  • ITIL Foundation Certification (v3 or newer) required
  • Two years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publicationService Operation (2011 Edition, ISBN 9780113313075) and complete at least 21 hours of personal study

About the Examination

  • The examination is included as part of this course.
  • The exam isclosed book.
  • The exam is eight (8) multiple choice questions.
  • The exam lasts 90 minutes.
  • The pass score is 70%

Credits

  • Upon successful passingof the exam, the student will be recognized with 3 credits in the ITIL Qualification Scheme
Course Dates Course Times (EST) Delivery Mode GTR
7/21/2020 - 7/23/2020 9:00 AM - 5:00 PM Virtual Enroll
10/27/2020 - 10/29/2020 9:00 AM - 5:00 PM Virtual Enroll