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.
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
Implementation of Service Operation
The materials within this course focus on the Knowledge Skills and Abilities (KSAs) identified within the Specialty Areas listed below. Click to view Specialty Area details within the interactive National Cybersecurity Workforce Framework.