ITIL® Service Lifecycle Service Operation

The ITIL Service Operation exam validates knowledge of the Service Operation stage of the lifecycle, including core activities and techniques. The exam is multiple choice, has 8 questions and lasts 90 minutes. It is closed book and the pass mark is 28/40, or 70%.

 Follow-on Courses

You could follow on from this course by studying other ITIL Intermediate qualifications from the rest of the Service Lifecycle stream, including Service Strategy, Service Design, Service Transition and Continual Service Improvement (CSI).

After ITIL® Online Service Operation course, you will be able to:

• Understand how Service Operation is organised
• Consider the technology available to Service Operations
• Identify and tackle issues faced when implementing or introducing Service Operation
• Prepare for the ITIL® Service Operation exam

Introduction to Service Operation Practice

• Define Service Operation
• Scope and objective of Service Operation
• Service Operation Context in service lifecycle
• Fundamental and business value of service operations

Principles of Service Operations

• Maintain balance in service operation
• Good services
• Operations staff involvement in another stage of lifecycle
• Operational health
• Documentation
• Communication and its type
• Input and Output of Service Operation 

Introduction to Event Management

• Define Event Management Process
• Objectives and Scope
• Key Concepts and Terminologies
• Policies and Principles
• Methods and Principles included in the processes
• CSFs and KPIs
• Risk and Challenges

Introduction to Incident Management Process

• Define Incident Management Process
• Objective and Scope
• Business value
• Key Concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges 

Introduction to Problem Management Process

• Define Problem Management Process
• Objective and scope
• Key Concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges

Introduction to Requirement Fulfillment Process

• Define Requirement Fulfilment Process
• Key concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges 

Introduction to Access Management Process

• Key concepts and Terminologies
• Policies and Principles
• Methods and techniques
• CSFs and KPIs
• Risks and Challenges

Introduction to Service Operation Activities

• Controlling and monitoring a service
• IT Operations
• Management and Support of Server and Mainframe
• Directory Services Management
• Desktop and Mobile Device Support
• Middleware and Internet Management
• Manage Network
• Storage and Archive
• Database Administration
• Facilities and Data Center Management
• Enhancement of Operational Activities 

Service Desk Function

• Effective Organisational Structure
• Roles and Objectives
• Outsourcing the Service Desk
• Supporting the Service desk

Technical Management Function

• Scope
• Roles and Objectives
• Relationship between Technical Design and Technical Management and Supporting
• Measure Technical Management
• Management Documentation
• Roles supporting Technical Management

IT Operations Management Function

• Roles and Objectives
• Purposes
• Measure IT Operational Management
• Management of Documentation of IT operations
• Supporting roles for IT Operations Management

Applications Management Function

• Roles and Objectives
• Application Management Principles
• Lifecycle of Application Management
• Measuring Application Management
• Documentation for managing Applications
• Roles supporting Applications Management 

Service Operation Organisational Structure

• Approaches for organising functions
• Benefits and Limitations of each organisational approach

Technology and Implementation Considerations

• Generic Technology Considerations
• Technologies for managing Event
• Technologies for managing Incident
• Technologies for managing Problem
• Technologies for fulfilling Request  
• Change Management in Service Operation
• Service Operation and Project Management
• Assess, Manage and Control Risk in Service Operation
• Involvement of Operational Staff in Service Design and Service Transition
• Planning and Implementing Service Management Technologies
• Access Management Technologies
• Service Desk Technologies
• Challenges of Service Operation
• CSFs of Service Operation
• Risks of Service Operation

*After completing 2 days of classroom training and successfully passing your Foundation Exam, the third day of this course is a flexible exam preparation day to complete at your convenience in order to prepare you to take and pass your exam online.

We provide comprehensive support during the exam process to make the experience as simple as possible. This exam can be taken at a suitable time, subject to availability; online, anywhere.

Benefits of online exams include:

• Proven higher pass rates
• Quicker Results
• Save Travel Costs
• Flexibility
• Convenient
• Take your exam at your home, office, or work when you are ready