• Obtain knowledge on ITIL® concepts and terminology.
• Examine organizational issues including functions, groups and teams, department operational health process structures that will enable role focused capability & competency in support of the Service Lifecycle approach as described in ITIL®.
• Prepare delegates for the ITIL® Lifecycle examination in Service Operation.

The main principles and objectives of Service Operation
• Challenges, Critical Success Factors and Risks
• Organizational issues concerned with Functions, Groups, Teams, Department & Divisions
• Achieving balance in Service Operations
• Operational Health, Communication and Documentation
• The activities commonly performed in the Service Operation arena
• Improvement of Operational Activities
• Implementation consideration
• Managing Change in Service Operations
• Service Operation and Project Management
• Assessing & Managing Risk in Service Operations
• Operational Staff in Design & Transition
• Planning & Implementing Service Management Technologies
The course also covers the managerial and supervisory aspects of the ITIL® processes cov-ered in the Service Operation stage:• Event Management
• Incident Management
• Request Fulfilment
• Problem Management
• Access Management

The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle.
It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.

3 DAYS