• Classroom
  • Online, Instructor-Led
  • Online, Self-Paced
Course Description

This 3-day course aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers (where "customers" refer to those individuals who pay for the service and negotiate the SLAs). Service operation, as described in the ITIL Service Operation volume, is the part of the lifecycle where the services and value is actually directly delivered. Also, the monitoring of problems and balance between service reliability and cost are considered. The functions include technical management, application management, operations management and service desk as well as, responsibilities for staff engaging in Service Operation.

List of ITIL processes in Service Operation: Event Management, Incident Management, Request Fulfillment, Problem Management, & Identity Management

Learning Objectives

  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The subprocesses, activities, methods and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors and risks related with Service Operation

Framework Connections

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.