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ITIL Service Operation (SO)

A three-day Service Operation training based on the publication: “Service Operation”, which covers the topics connected to both day-to-day support and management of IT services in the phase of their exploitation as well as the maintenance of an infrastructure matching the provided IT services.

PREREQUISITES

One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
COURSE OBJECTIVES
  • Providing the comprehensive knowledge and management principles required to formulate IT service strategy and the organizational capability to provide the vision and set the direction for Service Management
  • In-depth understanding of the ITIL® processes and roles supporting the management of service strategy, service portfolio, and finance of IT based on ITIL® Service Strategy publication
  • Understanding an idea of transition of an IT organization from a technology-focused approach to a strategic, customer-focused attitude
AUDIENCE

All the people involved in and responsible for the ongoing delivery of IT services: Service Owners, Service Desk Supervisors, Technical managers, Application Managers, Problem Managers, Incident Managers.

COURSE FORM

Mix of instructor led training (75%) and hands-on exercises (25%)

EXAM
  • Multiple choice test; 8 questions, gradient scored, scenario-based
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90/120 mins.
WE OFFER

Classes conducted by an accredited trainer; accredited by Axelos course materials; interactive revision sessions as well as additional handouts useful for preparation for the exam; unlimited coffee breaks and lunch (refers to classes located in Sii); ability to participate in the accredited exam; certificates.

Partners

  • Quint Wellington Redwood
Training scope
  • Understanding of the main concepts of the service operation stage: event, incident, problem, request, priority, escalation, monitoring, SPOC etc..
  • In-depth review of the key processes and functions needed to support service operation stage, and their associated activities, roles, responsibilities, challenges, risks, and critical success factors: Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, Application Management
  • Mapping of service operation functions to roles, responsibilities and activities
  • Technology and implementation consideration for the Service Operation phase
  • Mock exam
  • Accredited exam
  • The number of participants : 8-15 people
  • Duration : 3 days
  • Language : Polish/English
  • Course material : English
  • Exam : English

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