ITIL® Service Lifecycle: Service Operation

Duration: 3 Days Course Code: LSO

Overview:

The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation
including - Service Operations principals, activities and technology considerations. It also gives an overview of the Service Operation Processes
and Functions. Additionally the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle.
The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams.
This course qualifies you for the following PMI® Professional Development Units (PDUs): 21 PMI PDUs

Target Audience:

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.

Objectives:

Obtain knowledge on ITIL® concepts and terminology. Preparedelegates for the ITIL® Lifecycle examination in Service
Operation.
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®.

Prerequisites: Testing and Certification

Delegates are required to hold the ITIL® Foundation V3 (SMEV3) The course forms part of the ITIL® Intermediate qualification
certificate in IT Service Management or V2 to V3 bridge equivalent programme. The examination will consist of a complex multiple
(ITIL® V3 Bridging Foundation (ILFBR)Before taking the course it choice, closed book paper, to be completed within 90 minutes.
is recommended, though not required, that candidates have (Candidates sitting the examination in English and who do not have
exposure to basic concepts in IT and related work experience of at English as their first language will be allowed 120 minutes to allow
least two years.It is recommended that students should complete use of a dictionary.) The pass mark will be 65% or more. Exam to be
at least 21 hours of personal study by reviewing the syllabus and charged separately
relevant books in preparation for the examination.

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Content:

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

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 Improvement of Operational Activities Management The activities commonly performed in the
Implementation consideration Assessing ; Managing Risk in Service Service Operation arena
Managing Change in Service Operations Operations Improvement of Operational Activities
Service Operation and Project Management Operational Staff in Design ; Transition Implementation consideration
Assessing ; Managing Risk in Service Planning ; Implementing Service Managing Change in Service Operations
Operations Management Technologies Service Operation and Project
Operational Staff in Design ; Transition Incident Management Management
Planning ; Implementing Service Request Fulfilment Assessing ; Managing Risk in Service
Management Technologies Problem Management Operations
Incident Management Access Management Operational Staff in Design ; Transition
Request Fulfilment Planning ; Implementing Service
Problem Management Management Technologies
Access Management line Incident Management
Organizational issues concerned with Request Fulfilment
Functions, Groups, Teams, Department ; Problem Management
line Divisions Access Management
Organizational issues concerned with Achieving balance in Service Operations
Functions, Groups, Teams, Department ; Operational Health, Communication and
Divisions Documentation line
Achieving balance in Service Operations The activities commonly performed in the Organizational issues concerned with
Operational Health, Communication and Service Operation arena Functions, Groups, Teams, Department ;
Documentation Improvement of Operational Activities Divisions
The activities commonly performed in the Implementation consideration Achieving balance in Service Operations
Service Operation arena Managing Change in Service Operations Operational Health, Communication and
Improvement of Operational Activities Service Operation and Project Documentation
Implementation consideration Management The activities commonly performed in the
Managing Change in Service Operations Assessing ; Managing Risk in Service Service Operation arena
Service Operation and Project Management Operations Improvement of Operational Activities
Assessing ; Managing Risk in Service Operational Staff in Design ; Transition Implementation consideration
Operations Planning ; Implementing Service Managing Change in Service Operations
Operational Staff in Design ; Transition Management Technologies Service Operation and Project
Planning ; Implementing Service Incident Management Management
Management Technologies Request Fulfilment Assessing ; Managing Risk in Service
Incident Management Problem Management Operations
Request Fulfilment Access Management Operational Staff in Design ; Transition
Problem Management Planning ; Implementing Service
Access Management Management Technologies
line Incident Management
Organizational issues concerned with Request Fulfilment
line Functions, Groups, Teams, Department ; Problem Management
Organizational issues concerned with Divisions Access Management
Functions, Groups, Teams, Department ; Achieving balance in Service Operations
Divisions Operational Health, Communication and
Achieving balance in Service Operations Documentation
Operational Health, Communication and The activities commonly performed in the
Documentation Service Operation arena
The activities commonly performed in the Improvement of Operational Activities
Service Operation arena Implementation consideration
Improvement of Operational Activities Managing Change in Service Operations
Implementation consideration Service Operation and Project
Managing Change in Service Operations Management
Service Operation and Project Management Assessing ; Managing Risk in Service
Assessing ; Managing Risk in Service Operations
Operations Operational Staff in Design ; Transition
Operational Staff in Design ; Transition Planning ; Implementing Service
Planning ; Implementing Service Management Technologies
Management Technologies Incident Management
Incident Management Request Fulfilment
Request Fulfilment Problem Management
Problem Management Access Management
Access Management

line
Organizational issues concerned with
Functions, Groups, Teams, Department ;
Divisions

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 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
Incident Management
Request Fulfilment
Problem Management
Access Management

Further Information:
For More information, or to book your course, please Email us on:
KENYA - training.kenya@clclearningafrica.com
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UGANDA - training.uganda@clclearningafrica.com
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UAE - training.emea@clclearningafrica.com

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