ITILISLMSO - ITIL® Intermediate - Service Lifecycle Module – Service Operation
Duration: 4.0 days
Description
The Service Operation (SO) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT Service Management.
The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.
The course covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Operational Support and Analysis module from the Service Capability work stream.
Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.
Objectives
•Introduction to service operation
•Service operation principles
•Service operation processes
•Common service operation activities
•Organizing for service operation: functions
•Technology considerations
•Implementation of service operation
•Challenges, critical success factors and risks.
Pre-requisites
Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:
•Earlier ITIL (V2) Foundation plus Foundation Bridge
•ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
Audience
•Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
•IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
•Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
•Individuals seeking the ITIL Expert Certification in IT Service
•Management for which this qualification can be one of the prerequisite modules
•Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite
Key Topics
Module 1: Introduction to service operation
Module 2: Service operation principles
Module 3: Service operation processes
Module 4: Common service operation activities
Module 5: Organizing for service operation
Module 6: Technology considerations
Module 7: Implementation of service operation
Module 8: Challenges, critical success factors and risks
The ITIL Intermediate Level has a modular structure with each module providing a different focus on IT Service Management. You can take as few or as many Intermediate qualifications as you need. The Intermediate modules go into more detail than the Foundation certification and focus on different areas of the framework.
The ITIL Intermediate certifications are divided into two categories – Service Lifecycle and Service Capability.
Some may wish to concentrate on one set of modules, but you can choose to select modules from both the Service Lifecycle and Service Capability streams in order to combine management and technical knowledge.
The ITIL Intermediate certifications are available to anyone that has passed their ITIL Foundation exam. It is recommended that you have prior exposure to basic concepts in IT and at least two years’ professional experience working in IT Service Management before undertaking any of the ITIL Intermediary modules.
