ITIL® 2011 Service Operation (SO)
Description
Course Description
ITIL® is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it.
The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.
DURATION: 32 Hours (4 Days)
Prerequisites
An ITIL® Foundation certificate and preferably two years work experience in an IT Service Management environment.
At the end of this course, you will learn:
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The term “Service Operation”, and how it fits in the overall core ITIL® Lifecycle
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The operational activities of processes covered in other Lifecycle phases
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Service Operation Processes
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Organizational issues including: Functions, Groups, Teams, Department and Divisions
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Service Operation Activities
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Service Operation Technology Considerations and Requirements
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Planning and Implementing Service Management Technologies
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Managing Change in Service Operations
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Challenges, Critical Success Factors and Risks
Upon successfully achieving the ITIL® Service Operation certificate, students earn 3 credits in the ITIL® qualification scheme.
Project Management Institute – Professional Development Units (PDUs) = 28
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL® Service Operation phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application
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