ITIL® Intermediate Lifecycle -Service Operations
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Course Code: |
Duration: 4 days 9:00am to 5.00pm |
Course Fees: S$2,950 (excl of G.S.T) |
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| 2022 Course Dates Dates available on request |
| 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
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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.
