The course outline is based on the latest syllabus from the ITIL® Official Accreditor.

Service Operation Course Syllabus

Course Contents

ITIL Service Operation: Introduction and Overview

Service operation and the overall ITIL lifecycle

• Principles and objectives
• Functions and common activities
• How service operation creates business value

Balancing conflicting goals

• Internal IT vs. external business view
• Stability vs. responsiveness
• Quality of service vs. cost of service
• Reactive and proactive activities

Core Service Operation Processes

Policies, principles and basic concepts

• Purpose and objectives
• Value to business
• Process activities, methods and techniques
• Triggers, inputs, outputs and interfaces
• Challenges and risks

Primary ITIL processes within service operation

• Event management: active and passive monitoring
• Restoring normal service quickly through incident management
• Request fulfillment
• Managing problems with root cause analysis
• Access management

Common Service Operation Activities

Monitoring and control of IT operations

• Detecting the status of services and CIs
• Taking appropriate corrective action
• Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the infrastructure

• Mainframe, server and network management
• Storage and database administration
• Managing directory services and desktop support
• Facilities and data center management
• Improving operational activities

Operational aspects from other lifecycle phases

• Change, configuration and release
• Availability
• Capacity
• Service continuity

Organizing for Service Operation

Mapping service operation functions to activities

• Roles and responsibilities
• Understanding the organizational context

Service operation structure

• Service desk
• Technical management
• IT operations management
• Application management

Key functions of the service desk

• Logging incidents and requests
• First-line investigation and diagnosis
• Managing the lifecycle of incidents and requests
• Keeping users informed

Structuring the service desk

• Local vs. centralized
• The virtual service desk
• Follow the sun operation

Technology-Related Issues

• Technology, tools and expertise requirements
• Defining architecture standards
• Involvement in the design and build of new services and operational practices
• Contributing to service design, service transition and continual service improvement projects
• Evaluating change requests
• Matching technology to the organizational situation

Implementation Challenges and Risks

• Managing change in service operation
• Service operation and project management
• Assessing and managing risk
• Operational staff in design and transition
• Planning service management technologies
• Identifying Critical Success Factors (CSFs)

The ITIL® Official Accreditor changes the course syllabus periodically and we as an Accredited Training Organization must keep current with the latest version of the syllabus.  For the latest version of the course syllabus visit the ITIL® Official Site.

Our course is updated as soon as the ITIL® Official Accreditor has made a change to the syllabus to ensure that student is studying the material that is in scope.

Our course is designed to be true to the ITIL® books.  You will learn core ITIL® content.