Service Operation (SO) Course

OVERVIEW

The ITIL V3 Service Operation instructor-led training course focuses on overall concepts, processes, policies, and best practices associated with the Service Operation discipline of the ITIL V3 Service Lifecycle. This course is designed to train and prepare attendees for the certification exam at the end of the course. At the end of the course there is a ninety-minute (90) scenario-based certification examination. Passing this examination leads to the certificate in Service Operation (SO).

Attendees learn the purpose, principles, activities, functions, and enabling technologies implementation as they relate to functions such as:

• Service Desk
• Incident Management
• Problem Management
• Request Fulfillment and Access Management
• Technical Management
• IT Operations Management
• Application Management

CLASSROOM INSTRUCTOR-LED COURSE

Registration Fee: $1,895                        Duration: 3 Days

The per-student registration fee for this classroom session includes:

• 3 days of instructor-led training and exercises
• Course manual
• Exam preparation: in-class mock exams
• Certification exam: 90 minute, multi-part, scenario-based, multiple choice questions

Complete this Booking Form and enter your specific dates for on-site training – minimum of 8 participants. Once the form is received the Training Registrar will contact you to complete the process.

ONLINE SELF-PACED COURSE

Complete this Booking Form to register for the online self-paced training and return it to us. The Training Registrar will contact you to complete the process.

CREDITS EARNED

• 3     ITIL@ Points
• 19   PDU Credits
• 3      College Credits

CURRICULUM

• Service Management as a Practice
• Service Operation principals, purpose, and objectives
• Relationship of ITIL Service Operations processes 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 Operations
• Technology and implementation considerations surrounding ITIL Service Operation
• Challenges, critical success factors, and risks associated with ITIL Service Operation

PREREQUISITES

The ITIL v3 Foundation Certification in IT Service Management – obtained through ITIL v3 Foundation course or Foundation Bridge Course.

WHO SHOULD ATTEND

• CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategic activities within the Service Lifecycle
• Professionals responsible for managing, implementing, or consulting on ITIL processes
• Individuals seeking the ITIL Expert™ in IT Service Management