This 2.5 day instructor-led course immerses learners in the overall concepts, processes, policies and methods associated with the service operation life cycle stage: The course covers the management and control of the activities and techniques of each process and each function. The interactive course uses an engaging scenario-based approach to learn how to apply ITIL® best practice in real scenarios and positions the student to successfully complete the associated exam.
Unit 1 and 2 cover the general concepts of the service operation life cycle. Most of this content is discussed in the Foundation level course. Prior the onsite course, learners are required to complete home assignments which will be distributed two weeks before the first day of the onsite session.
ITIL® is an integrated set of best-practice processes for delivering IT services to customers. The primary focus is to maximize value to customers (the business) by aligning IT resources with business needs. At its core is the basic idea that value is provided in the form of business-aligned IT Services. ITIL® contains detailed process descriptions, flows, success factors, metrics and implementation guidance that organizations can adapt to work in their environment. It can help organizations establish and improve their overall IT Service Management capability, increase alignment with the business, maximize and demonstrate value to the business.
ITIL® does not tell how, or how much of the framework to adopt, allowing organization the flexibility to adopt the processes as and if needed to address their specific needs. Each individual process has documented value to the business, and can be adopted individually. (Though they are highly interrelated and some processes are difficult to adopt in isolation.)
At the end of this course, participants will gain advanced knowledge and skills to:
- Manage the processes and functions in the service operation life cycle effectively.
- Organize the common service operation activities.
- Prepare and organize the IT organizational structure for service operation.
- Identify and select the most appropriate service operation tools based on the organization’s needs.
- Define the critical success factors (CSFs) and key performance indicators (KPIs) to measure service operation.
- Manage the challenges and risks when implementing service operation.
- Review of fundamentals of service operation
- Principles of service operation
- Common service operation activities
- Organizing service operation
- Technology considerations
- Challenges, CSFs & risks
- Exam preparation guidance
All content is accredited and based on the official syllabus ensuring nothing is left to prepare for the associated certification. The Lean IT Group is an Accredited Training Organization (ATO) of AXELOS Limited, the official accreditor for ITIL®. The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary). Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. Pass score is 28/40 or 70%.
Evidence of ITIL® 2011/v3 Foundation Certificate.
This course is delivered in a virtual live classroom environment or onsite at your location. A minimum of four (4) participants is required for virtual live classroom sessions and six (6) participants for onsite delivery.
Public sessions are not available for this course.