ITIL® Intermediate Lifecycle -Service Operations


Course Code:

ITILSO

Duration:
4 days
9:00am to 5.00pm
Location:
80 Jurong East Street 21 #04-04
Devan Nair Institute
Singapore 609607
Course Fees:
S$2,950 (excl of G.S.T)
2019 Course Dates
22 – 25 Jul 2019
26 – 29 Aug 2019
16 – 19 Sep 2019
21 – 24 Oct 2019
25 – 28 Nov 2019
16 – 19 Dec 2019
None of the published dates will work for you? Speak to our training consultants for a private tuition arrangement or a closed door training.

Course Overview

This course is a four-day classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is a free-standing qualification and is also part of the ITIL® intermediate lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL® Service Operation publication. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the four-day classroom training, the certification exam may be taken.

The ITIL® Service Operation certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.

Program Objectives

This course and qualification provides a complete management-level overview of service operation including all its related activities. Candidates can expect to gain key competencies related to this certification.

• Introduction to service operation

• Service operation principles

• Service operation processes

• Common service operation activities

• Organizing for service operation

• Technology considerations

• Implementation of service operation

• Challenges, critical success factors and risks

Course Outline

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

Click Here for full course Outline

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ITIL is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally.

Because ITSM is driven both by technology and the huge range of organizational environments in which it operates, it is constantly evolving.

ITIL advocates that IT services are aligned to the needs of the business and support its core processes. It provides guidance to organizations and individuals on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications:

  • ITIL Service Strategy
  • ITIL Service Design
  • ITIL Service Transition
  • ITIL Service Operation
  • ITIL Continual Service Improvement.

These five volumes map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service and finally, the monitoring and improvement phase of the service.

ITIL is also supported by services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors and well known service providers such as IBM, Telefonica, HP and British Telecom (BT).

ITIL best practices underpin the foundations of ISO/IEC 20000 (previously BS15000), the international Service Management standard. This standard was initially developed to align with the service management best practice specifically defined by ITIL, but can support other IT Service Management frameworks.