ITIL® Lifecycle: Service Operation: Course Contents

1. Introduction to Service Operation

Introduction to the concepts and terminology of Service Operation. You will understand:

2. Service Operation Principles
3. Service Operation Processes

The managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage – but excluding the day to day operation of the processes which is covered in the Operational Support and Analysis Capability module.

The operational activities of processes covered in other lifecycle phases:

4. Common Service Operation Activities

This unit will cover the activities commonly performed in the Service Operation arena:

5. Organising Service Operation

The Service Operation functions and mapping them to roles, responsibilities and activities. It will also cover Service Operation Organisational structures. You will understand:

6. Technology Considerations

Technology, tools and telephony requirements for the Service Operation processes and activities, including:

7. Implementation Considerations
8. Challenges, Critical Success Factors and Risks

The challenges and risks facing Service Operation and how Critical Success Factors contribute to Service Operation.

9. Summary and Exam Preparation

This unit will summarise the material covered in the previous units and prepare delegates for the examination.