ITIL® Lifecycle: Service Operation

Service Life Cycle Service Operation Overview

In this course, you will be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You will focus on service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations.

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class. 

Main focus -both process & Organizational

  • Event management
  • Incident management
  • Problem management
  • Request fulfillment
  • Access management
  • Service desk
  • Technical management
  • IT operations management
  • Application management

What you will Learn

  • Importance of service management as a practice concept and service operation principals, purpose, and objectives
  • How all processes in ITIL service operation interact 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 operation
  • Technology and implementation considerations surrounding ITIL service operation
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks associated with ITIL service operation