ITIL® Service Operation (SO) Course syllabus v1.2 Fifalde Consulting Inc. +1-613-699-3005 ITIL® is a registered trade mark of AXELOS Limited. © 2017 Fifalde Consulting Inc.
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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
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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.
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
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