This qualification provides a complete management-level overview of Service Operation including all its
related activities. Candidates can expect to gain competencies in the following upon successful completion of the
education and examination components related to this certification:
Introduction to Service Operation
Service Operations Principles
Service Operation Processes
Common Service Operation Activities
Organizing Service Operation: Functions
Technology Considerations
Implementation Considerations
Challenges, Critical Success Factors and Risks
Coordinate and carry out the actions and processes required to deliver and manage services at
agreed levels to business users and customers as well as the responsibility for the ongoing
management of the technology that is used to deliver and support services.
In addition the training for this certification should include examination preparation, including a mock
Examination.
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge
Certificate.
It is expected that individuals demonstrate familiarity with IT terminology and understand the context
of Operational Support and Analysis management of their own business environment.
Who Should Take this course
The Service Operation qualification would suit
candidates in the following roles:
Release Manager
Security Administrator
Applications Support
IT Operations Manager
Database Administrator
Problem Manager
Service Desk and Incident Manager
Network Support
Security Manager
Training Duration:
Full-Time : 4 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive four-day course which includes the ITIL® V3 Service Operation examination
which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies
in the following:
Learning Unit SO01: Introduction to Service Operation
Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
The functions contained within Service Operations including how they interact to make Service
Operations work
The processes and service lifecycle phases that Service Operation interfaces with
The fundamental aspects of Service Operation and be able to define them
Learning Unit SO02: Service Operation Principles
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
How Service Operation is organized in relation to Functions, Groups, Teams, Department and
divisions.
How an organization can achieve balance when dealing with internal verse external organizational
focus, identifying the issues related to organizations who operate at the extremes of these
balances
What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and
the processes used by them
The creation, components and implementation of a complete communication strategy to be used
with Service Operations
Learning Unit SO03: Service Operation Processes
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The use of and interaction of each of the five key processes that make up Service Operation
The value to the business that each of the Service Operation processes contributes
The use of and interaction of all other lifecycle operational activities that contribute to Service
Operation
Learning Unit SO04: Common Service Operation Activities
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The difference between a Technology Centric and a Business Centric organization, the five levels
of maturity and how Service Operation can be used to move towards increasing the Business
Centric focus
How the activities identified in this unit support Service Operation and provide a detailed model of
how to integrate them into a Service Operation organization
Learning Unit SO05: Organizing Service Operation
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The objective, activities and roles of each of the four functions indentified in this unit and how to
build a Service Operation model based on these functions
Service Operation roles and responsibilities, where and how they are used as well as how a
Service Operation organization would be structured to use these roles
Learning Unit SO06: Technology Considerations
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The technology that supports Service Operation, where and how these can be used
The technology required to support each of the Service Operations processes and functions: Event
Management, Incident Management, Request Fulfilment, Problem Management, Access
Management and Service Desk
Learning Unit SO07: Implementation Considerations
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Strategies and models for managing Change in Service Operation and how to implement this
activity within an organization
Implementing Service Operation technologies within a company
How to assess and manage risk with in a Service Operation group including the interaction that
needs to occur with the Service Design and Service Transition personnel
Learning Unit SO08: Challenges, Critical Success Factors and Risks
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and
the details behind how each challenge can be addressed
The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for
measuring and monitoring Service Operation CSFs
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