Target Audience

Any IT professional who needs to understand the concepts and activities of ITIL Service Operation at management level, but not specific details about each of the supporting processes.

It is also suitable if you have completed the ITIL Foundation certificate, and you are wishing to advance to higher level ITIL certifications

---------------------------------------------------------------

Course Syllabus
Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Our course has been accredited by EXIN, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Operation Certificate in IT Service Management.

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 23 hours of personal study.
You will also have the option to get help from the Good E-Learning tutors at any time!

Module 1 – Introduction to Service Operation
This module covers the introduction of the core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.

Module 2 – Service Operation Principles
This module addresses service operation principles. All aspects related to operations are covered including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health.

Module 3 – Service Operation Processes
The module covers the managerial and supervisory aspects of service operation processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.
Each process is considered from the management perspective. At the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

Module 4 – Common Service Operation Activities
This module covers the activities commonly performed in service operation and includes the knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

Module 5 – Organizing for Service Operation
This module covers the knowledge, interpretation and analysis of the organization of service operation through the service operation functions (e.g. service desk, technical management, IT operations management and application management) and maps these functions to roles, responsibilities and activities as well as organizational structures.

Module 6 – Technology Considerations
This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to service operation practices.

Module 7 – Implementation of Service Operation
This module covers how implementation considerations contribute to service operation. 

Module 8 – Challenges, Critical Success Factors and Risks of Service Operation
This module covers the challenges and risks facing service operation and how critical success factors (CSF) contribute to service operation.

Module 9 – Exam Preparation
This module summarizes the material covered in the previous modules and prepares candidates for the examination.