ITIL Service Lifecycle: Managing Service Operations

Introduction:

This ITIL Service Lifecycle: Managing Service Operations course focuses on the essential principles, procedures, activities, and functions required for effectively managing and optimizing the performance of products and services. The course aims to enhance IT service management capabilities by emphasizing how these elements contribute to the successful delivery of services.

Participants will explore the ongoing management and operation of products or services developed during the ITIL Service Lifecycle, including the strategy, design, and transition phases. The course will also cover the technology and support resources necessary for delivering these services, providing a comprehensive understanding of the ITIL service cycle and its critical role in IT service operations.

Objectives:

Upon completion of this ITIL Service Lifecycle: Managing Service Operations course, participants will be able to:

• Prepare for and pass the ITIL Service Operation (SO) exam.
• Plan and execute key activities within ITIL Service Operation processes.
• Maintain stability in Service Operation while accommodating design changes, scope adjustments, scaling, and the introduction of new services.
• Support operations through new models and architectures.
• Evaluate Service Operation processes using Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) to measure process performance and effectiveness.

Training Methodology:

• Interactive Lectures
• Process Simulation Exercises
• Hands-on Workshops
• Case Study Analysis
• Role-Playing Scenarios
• Group Discussions
• Real-World Problem Solving
• ITIL Tool Demonstrations
• Practice Exams
• Expert Panel Discussions

Course Outline:

Unit 1: Introduction to Service Operation:

• Scope, objectives, and purpose of service operation.
• Understanding value and business context.
• Overview of the service lifecycle and its foundational aspects.

Unit 2: Service Operation Principles:

• Balancing maintenance with business needs and changes.
• Involvement in other lifecycle stages.
• Importance of communication and documentation, including communication strategies.
• Inputs and outputs of service operation.
• Integration and value of service operation processes such as event management, incident management, request fulfillment, problem management, and access management.

Unit 3: Common Service Operation Activities:

• Coordinating daily activities in service operation.
• Monitoring services and operational activities.
• Enhancing operational activities and organizing for service operation.
• Roles and objectives of service operations functions, including service desk, technical management, IT operations management, and application management.

Unit 4: Technology Considerations:

• Technology requirements for supporting service management.
• Specific technologies needed to support service operation processes and functions.

Unit 5: Implementation of Service Operation:

• Managing change in Service Operation.
• Assessing and managing risk in Service Operation.
• Involvement of operations staff during Service Design and Transition.
• Planning and implementing Service Management technologies within organizations.