• Classroom
  • Online, Instructor-Led
Course Description

This 3-day training program is for individuals seeking to develop skills and/or become specialist certified in ITIL's Service Operation practice area. The Service Operation (SO) module is one of the qualifications within the ITIL Service Lifecycle work stream. The Service Operation module is focused on how to establish the processes required to run, improve and maintain stability in a day-to-day IT operations environment. Topics include service operation purpose, principles, processes, activities, functions, enabling technology, and implementation considerations. The ITIL Service Operations Lifecycle Certification Exam is administered at the end of the course, students may choose to wave the exam if desired.

Learning Objectives

  • Introduction to the Service Operation Lifecycle Stages
  • Service Operation Principles
  • Service Operation Processes: Incident and Problem Management
  • Service Operation Processes: Request Fulfillment
  • Service Operation Processes: Event Management
  • Service Operation Processes: Access Management
  • Common Service Operation Activities
  • Organizing for Service Operations
  • Technology Considerations
  • Implementation of Service Operation

Framework Connections