• This course has been retired. Users who have purchased the course will still have access to it, however it is no longer available for purchase.

ITIL® 2007: Service Operation - APMG Accredited

Course Features

  • Online Classes
  • Flexible Schedule
  • Interactive
  • High Quality
  • Certifications
  • Instructor Help

Online video courses with full instructor support,
just like in the classroom, only better. Enroll today!

Video Title
Length
00: Course Introduction
13 min
01: Introduction to ITIL
25 min
02: Introduction to Service Operation
27 min
03: Service Operation Principles
25 min
04: Service Operation Processes Part 1: Event Management Part 1
24 min
05: Service Operation Processes Part 2: Event Management Part 2
19 min
06: Service Operation Processes Part 3: Incident Management Part 1
24 min
07: Service Operation Processes Part 4: Incident Management Part 2
23 min
08: Service Operation Processes Part 5: Request Fulfillment
25 min
09: Service Operation Processes Part 6: Problem Management
28 min
10: Service Operation Processes Part 7: Access Management
21 min
11: Common Service Operation Activities Part 1
21 min
12: Common Service Operation Activities Part 2
24 min
13: Common Service Operation Activities Part 3: IT Operations
28 min
14: Organising for Service Operation Part 1: Service Desk
14 min
15: Organising for Service Operation Part 2: Service Desk
22 min
16: Organising for Service Operation Part 3: Technical & Operations
20 min
17: Organising for Service Operation Part 4: Applications Management
21 min
18: Service Operation Roles, Responsibilities and Structures
27 min
19: Technology Considerations
22 min
20: Implementation Considerations Part 1
27 min
21: Implementation Considerations Part 2
15 min
22: Exam Preparation Part 1
21 min
23: Exam Preparation Part 2
14 min
24: Exam Preparation Part 3
21 min
Total:
9 hrs 11 mins
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Meet Your Instructor

Sue Southern

Sue is an independent consultant and trainer with exceptional customer focus for business improvement and service excellence. 

Her key skills include:

  • Service Management training
  • ITIL versions 2 & 3 process implementations and enhancements
  • Performance measurement with Balanced Scorecards for managing business performance and transformation
  • Customer perception measurement and management
  • The creation of courseware for ITIL, Performance Management and Perception Management
  • Effective interpersonal skills that afford rapid creation of relationships
  • Experienced seminar and conference speaker

Having earned an excellent reputation over more than 25 years, Sue is sought-after for her ability to meet objectives and her delivery to high standards.

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Exercise Guide
  • V3 Sample Exam Papers
  • 2011 Sample Exam Paper 1
  • 2011 Sample Exam Paper 2
  • Training Plan
  • V3 Course Syllabus
  • 2011 Course Syllabus
  • ITIL Exam Information
  • ITSMF Overview
  • ITIL 2011 Summary of Updates
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL® Service Operation Certificate
  • Recommended ITIL® Books
  • ITIL® Glossary of Terms
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

Letter of Course Attendance

You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

To be eligible for the ITIL Intermediate Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • There is no minimum requirement but a basic IT literacy and 2-4 years IT experience are highly desirable.
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination.

The ITIL Service Operation Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Service Operation transcript page.

When you pass your exam you will receive 3 credits toward your ITIL Expert Certification. This ITIL training course qualifies for 9 PDU credits.

EXAM LOCATIONS

You may take your ITIL exam through APMG. Details are noted below:

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: [email protected]. The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $150 and then authorize you to take the exam.

 

 

 

Course Description

GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.

This ITIL® online training course covers the lifecycle aspects of Service Operation from a managerial/supervisory perspective and explores Service Operations principles and activities. You will gain an understanding of Service Operation Processes and Functions as well as the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle. ITIL® Service Operation: A Service Lifecycle Course builds on the general principles covered in the ITIL® Foundation course and covers the management-level concepts and core information of the activities and techniques within Service Operation.

The ITIL® Intermediate Qualification: Service Operation Certificate 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 in IT Service Management Certificate.

For information on how to take your ITIL examination, see the certification section.

In This Course You Will Learn:

As a result of taking this ITIL® online training, you will be able to:

  • Explain the importance of Service Management as a practice
  • Lead discussions on Service Operation
  • Identify Service Operation Principles and Processes
  • Carry out common Service Operation activities
  • Organize Service Operation effectively
  • Recognize Service Operation functions and technology-related activities
  • Discuss how to implement Service Operation
  • Identify and analyze challenges, Critical Success Factors and risks related to Service Operation

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.

It is strongly recommended that candidates read the ITIL Service Operation publication in advance of attending training for the certification; references to the book will be made during the course.

Candidates will find it helpful if they have at least two years experience in IT service management before taking the course.

Outline

Module 00: ITIL® Service Operation Online Training - Course Introduction


Module 01: Introduction to ITIL

  • Background
  • The Service Lifecycle
  • Service Management as a Practice
  • Exercise 1 - Create a Process Model

Module 02: Introduction to Service Operation

  • Service Operation in the Service Model
  • Purpose of Service Operation
  • Principles, objectives and scope
  • Processes in this lifecycle stage
  • Functions and activities
  • Value to the business
  • Challenges, CSFs and risks

Module 03: Service Operation Principles

  • Basic terminology
  • Achieving balance
  • Providing service
  • Involvement of Service Design and Transition
  • Operational health
  • Communication
  • Documentation

Module 04: Service Operation Processes Part 1: Event Management Part 1

  • Service Operation in the Service Model
  • Purpose, goal, objectives and scope
  • Value to the business
  • Policies, principles & concepts
  • Process activities
  • Methods & techniques

Module 05: Service Operation Processes Part 2: Event Management Part 2

  • Triggers, inputs and outputs
  • Information Management & Metrics
  • Challenges, CSFs and risks
  • Design issues

Module 06: Service Operation Processes Part 3: Incident Management Part 1

  • Purpose, objectives and scope
  • Policies, principles & concepts
  • Value to business
  • Process activities

Module 07: Service Operation Processes Part 4: Incident Management Part 2

  • Triggers, inputs & outputs
  • Information Management and Metrics
  • Challenges, CSFs and risks

Module 08: Service Operation Processes Part 5: Request Fulfillment

  • Purpose, objectives and scope
  • Policies, principles & concepts
  • Process activities
  • Methods & techniques
  • Value to the business
  • Metrics & information mgmt
  • Triggers, inputs & outputs
  • Challenges, CSFs and risks

Module 09: Service Operation Processes Part 6: Problem Management

  • Purpose, objectives and scope
  • Policies, principles & concepts
  • Process activities
  • Methods & techniques
  • Value to the business
  • Metrics
  • Exercise 2 - Problem solving techniques
  • Triggers, inputs & outputs
  • Challenges, CSFs and risks

Module 10: Service Operation Processes Part 7: Access Management

  • Purpose, objectives and scope
  • Policies, principles & concepts
  • Process activities
  • Methods & techniques
  • Value to the business
  • Metrics
  • Triggers, inputs & outputs
  • Challenges, CSFs and risks
  • Exercise 3 - Processes to improve service quality and cost effectiveness

Module 11: Common Service Operation Activities Part 1

  • Operational activities in the Lifecycle
  • SO and Capacity Management

Module 12: Common Service Operation Activities Part 2

  • Common management activities
  • Monitoring and Control
  • Exercise 4a - What needs to be monitored and why
  • Exercise 4b - Types of monitoring and objectives

Module 13: Common Service Operation Activities Part 3: IT Operations

  • IT Operations activities
  • Mainframe
  • Server
  • Desktop
  • Internet
  • IT Security in Service Operations
  • Improving Operational Activities

Module 14: Organising for Service Operation Part 1: Service Desk

  • Service Operation Functions
  • Service Desk objectives
  • Types of Service Desk

Module 15: Organising for Service Operation Part 2: Service Desk

  • Environment
  • Staff
  • Skills and knowledge required
  • Training and staff retention
  • Metrics
  • Customer satisfaction
  • Outsourcing

Module 16: Organising for Service Operation Part 3: Technical & Operations

  • Technical Management Function
  • Objective and role
  • Generic activities
  • Organisation
  • Design, maintenance and support
  • Metrics
  • Documentation
  • IT Operations Management Function
  • Role
  • Objectives
  • Metrics
  • Documentation

Module 17: Organising for Service Operation Part 4: Applications Management

  • Role and objectives
  • Assisting Service Design
  • Lifecycle
  • Generic activities
  • Organisation
  • Metrics
  • Documentation

Module 18: Service Operation Roles, Responsibilities and Structures

  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Organisation and Structure

Module 19: Technology Considerations

  • Technology, tools and telephony requirements for SO processes and activities
  • Generic requirements
  • Tools for processes and functions

Module 20: Implementation Considerations Part 1

  • Managing Change in SO
  • SO and Project Management
  • Assessing & managing risk in SO
  • Operational staff in Design and Transition
  • Planning and implementing Service Management Technologies

Module 21: Implementation Considerations Part 2

  • Exercise 5 - Implementing a Service Desk
  • ITIL Qualification structure

Module 22: Exam Preparation Part 1

  • About the exam
  • Exam documentation

Module 23: Exam Preparation Part 2

  • Analysing scenario 1 question 1

Module 24: Exam Preparation Part 3

  • Analysing scenario 2 question 2
  • Mock exam paper
  • Taking your exam

 

Certification

To be eligible for the ITIL Intermediate Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • There is no minimum requirement but a basic IT literacy and 2-4 years IT experience are highly desirable.
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate.
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination.

The ITIL Service Operation Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. A passing mark is 70% or higher. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Service Operation transcript page.

When you pass your exam you will receive 3 credits toward your ITIL Expert Certification. This ITIL training course qualifies for 9 PDU credits.

EXAM LOCATIONS

You may take your ITIL exam through APMG. Details are noted below:

APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: [email protected]. The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $150 and then authorize you to take the exam.

 

 

 

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