itil® service operation (so) - fifalde consulting,...

ITIL®ServiceOperation(SO)Coursesyllabusv1.2

FifaldeConsultingInc.+1-613-699-3005

ITIL®isaregisteredtrademarkofAXELOSLimited.©2017FifaldeConsultingInc.

ITIL®ServiceOperation(SO)|2

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

ITIL®ServiceOperation(SO)|3

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.

ITIL®ServiceOperation(SO)|4

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.

Fifalde Consulting Inc. is a trusted independent advisor, helping organizationsmaximize efficiencies and increase value totheir IT services. We specialize in the delivery of Information Technology Service Management (ITSM) and InformationSecurity Management (ISM) consulting and training services, using best practices such as the Information TechnologyInfrastructureLibrary(ITIL®),TIPA®,TOGAF®,andstandardssuchas ISO/IEC20000,27001,38500andothers.Fifalde’steamincludesanetworkofthemostaccreditedconsultantsandtrainersintheITindustry. FormoreinformationonwhatFifaldecanofferyourorganization,pleasevisitfifalde.com