ITIL®ServiceOperation(SO)Coursesyllabusv1.2
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1. CourseDescriptionTheServiceOperation(SO)coursebuildsonthegeneralprinciplescoveredaspartoftheITILFoundationcourse.ItisintendedforthosewhoworkintheServiceOperationalenvironmentandwhorequireadeeperunderstandingoftheunderlyingconcepts,theprocessesandfunctionsinvolvedandthemanagementactivities–andhowtheymayallbeusedtoenhanceoverallservicequalityandserviceprovisionduringtheServiceOperationphaseoftheITILServiceLifecycleasanintegralpartoftheoverallbusiness-focusedServiceManagementframework.
2. CourseDurationThisisanintensivethree-daycoursethatincludestheofficialAPMGcertificationexam.
3. WhatYouWillLearnThemainfocusofthiscourseisonthemanagerialandcontrolaspectsoftheoperationalenvironment.Thiscoursehasanumberofstudyunitswithpracticalapplicationtoreinforcetheknowledgegained.Theseinclude:
TheServiceLifecycleandServiceManagementasapractice:UnderstandtheServiceLifecycleandtheobjectivesandbusinessvalueforeachphaseinthelifecycleandtoalsounderstandandarticulate“service”andbeabletoexplaintheconceptofServiceManagementasapractice.
BasicServiceOperationPrinciples:UnderstandthecommonprinciplesandguidelinesthatinfluencetheperformanceofSOprocessesandfunctions.
ServiceOperationProcesses:UnderstandthemanagerialandsupervisoryaspectsoftheSOprocessesaswellastheoperationalactivitiessharedacrossthelifecycle.Otherareasofdiscussionincludetheactivities,responsibilitiesandauthoritiesoftherolesinvolved,andtheinformationmanagementrequirements,challenges,criticalsuccessfactorsandriskswithineachoftheprocesses.Theprocessesinclude:
• EventManagement• IncidentManagement• RequestFulfillment
• ProblemManagement• AccessManagement
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ServiceOperationFunctions:Understandtherole,objectives,organizationalstructures,staffingandmetricsforalltheITILSOfunctions.Thefunctionsinclude:
• ServiceDesk• TechnicalManagement• ITOperationsManagement(ITOperationsControl,FacilitiesManagement)• ApplicationManagement
Note:In-depthdiscussionsaroundthedailyactivitiesofeachprocess/functionarepartoftheOperationalSupportandAnalysis(OSA)course.
CommonServiceOperationActivities:
• Understandtherolesandresponsibilitiesofeachoftheactivities(e.g.MonitoringandControl,NetworkManagement,StorageandArchive,DesktopSupport,MiddlewareManagement,etc…)andtheirinputtoalllifecyclephases
ServiceManagementTechnology:
• UnderstandtheuseoftechnologyinsupportingServiceManagementandtheSOprocessesandfunctionsandexploreconceptsthathaveanimpactonitsplanningandimplementation
ThiscourseimmerseslearnersinthepracticalaspectsoftheServiceOperationphaseoftheITILServiceLifecycleandintendedtoenabletheholdersofthecertificatetoapplythepracticesinresolutionandsupportoftheServiceManagementLifecycle.ThiscoursenotonlyexplorestheSOprocessesandfunctionsbutalsotheroleofthecommonoperationalactivitiesandrelatestheirtasks/outcomes/supportingrolesdirectlytotheITSMprocesses.Keepingthelifecycletheme,therelationshipstotheotherphasesandthecriticalityofcommunicationbetweenthephasesisdetailedandemphasized.
4. Prerequisites• TheITILFoundationCertificationinITServiceManagementortheITILv2tov3Foundation
Bridgeequivalent.• TwotofouryearsofprofessionalexperiencewithinServiceManagementaswellasdefinedexperience
inatleastoneoftheSOprocessesorfunctionsarehighlydesirable.
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5. StudentResponsibilitiesTheSOcourseandexamareverychallenginganditisthereforerecommendedthatstudentscompleteatleast21hoursofpersonalstudybyreviewingtheServiceOperationpublicationpriortothecoursestartandallowforaminimumof90minutesofstudypereveningduringthecourse.
Note:ThisITILbookisnotincludedwiththecourse.
6. ProfessionalQualificationThiscourseformspartoftheITILIntermediatequalificationprogram.
Successfullypassingthe90minutein-classexam,consistingofeight(8)complex,multi-part,multiple-choice,scenario-based,gradient-scoredquestionsleadstotheITILIntermediateServiceLifecycleCertificate:ServiceOperation.Thepassmarkis70%(28/40)ormore.
Successfulcompletionofthiscourseandexamprovides3pointsofthenecessary15‘electives’toachievetheITILExpertcertification(2pointsforFoundationand5pointsforManagingAcrosstheLifeCyclearemandatory).
Note:TheLifecyclecourse‘ServiceTransition’andtheCapabilitycourse‘Release,Control&Validation’haveasignificantamountofoverlapoftopics.Itisrecommendedthatlearnerstakeonecourseortheotherinordertoacquirethepointsnecessaryfortheawardof‘ITILExpert’status.Allpointsacquiredwillbecredited.
7. CourseDocumentationEachstudentwillreceiveafullcolorcoursebindercontaininglecturenotes,in-courseexercisesandanswers,homework,practicequestionsandapracticeexam.TheITILServiceOperationKeyElementGuidewillalsobeprovided.Allmaterialsaredistributedonthefirstday.
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