Overview

In the ITIL Service Operation training course participants will learn about overall concepts, processes, policies, and best practices associated with the Service Operation phase of the ITIL v3 Service Lifecycle. They will also learn the purpose, principles, activities, functions, and enabling technology and its implementation.The course covers:

Service Operation processes including:

• Incident Management
• Problem Management
• Request Fulfillment and Access Management

Service Operation functions including:

• Service Desk
• Technical Management
• IT Operations Management
• Application Management

The training is delivered in a practical, hands-on learning environment and an engaging case study-based approach is used to train and prepare participants for the certification exam at the end of the session.

What You Will Learn

Participants will learn:

• Service Management as a Practice
• Service Operation principals, purpose, and objectives
• Relationship of ITIL Service Operations processes with other Service Lifecycle processes
• Sub-processes, activities, methods, and functions used in each of the ITIL Service Operation processes
• Roles and responsibilities within ITIL Service Operation and the activities and functions to achieve operational excellence
• How to measure ITIL Service Operations
• Technology and implementation considerations surrounding ITIL Service Operation
• Challenges, critical success factors, and risks associated with ITIL Service Operation

Who Should Participate

• CIOs, CTOs, managers, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of strategizing activities within the Service Lifecycle
• Professionals responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
• Individuals seeking the ITIL Expert™ in IT Service Management for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite

Prerequisites

The ITIL v3 Foundation Certification in IT Service Management - obtained through ITIL v3 Foundation course or Foundation Bridge Course.

Instructors

Our instructors are experienced IT professionals and hold either the "ITIL Experts™" or Service Operation certification or both. Only the finest quality, accredited content is used.

Certification

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice questions leads to the ITIL Intermediate certificate in Service Operation.

Prior to the class participants must study for at least 21 hours by reviewing the ITIL v3 Service Operation publication (ISBN 10: 0113310463). The ITIL® books are not included with this course and must be purchased separately.

Agenda

• Service Operation Practice
• Service Operation Processes
• Service Operation Principals
• Common Service Operation Activities
• Organizing Service Operation: Functions
• Technology Considerations
• Implementation Considerations, Challenges, Critical Success Factors and Risks
• Exam Preparation
• Exam

Registration Fees

Both classroom training and virtual (online) training formats are available.

The per student registration fee for the classroom session is $2,395, and includes:

• 3 days of instructor led training and exercises
• Course manual (excellent post-class reference)
• Exam preparation
• Certification exam

The registration fee for virtual training session is $2,195.

Classoom training begins at 8:30 AM each day and concludes at 4:30 PM unless otherwise directed. Please arrive early on the first day to sign-in and meet fellow attendees. If you register less than one week in advance of a class, please bring your confirmation letter. Business casual attire is appropriate. For information on virtual training session start and stop times, refer to the course schedule below.

Register securely online with confidence or please call (708) 246-0320.

Seminar Schedule

June 14-16, '10	Washington, DC	Arlington Center
Jun 21-23, '10	New York, NY	New York Offices
July 7-9, '10	San Jose, CA	Santa Clara Offices
Jul 26-28, '10	Dallas, TX	Irving Training Center
Aug 2-4, '10	Morristown, NJ	Morristown Offices
Aug 2-4, '10	Washington, DC	Arlington Center
Aug 9-11, '10	Chicago, IL	Schaumburg Offices
Aug 16-18, '10	Raleigh, NC	Cary Training Ctr
Aug 30-Sept 3, '10	12:00-5:00 PM ET	Virtual Classroom
Sept 13-15, '10	Atlanta, GA	Atlanta Offices
Sept 13-15, '10	Herndon, VA	Corporate Training Ctr
Sept 27-29, '10	Washington, DC	Arlington Center
Oct 18-20, '10	New York, NY	New York Offices
Nov 15-17, '10	Chicago, IL	Schaumburg Offices
Nov 29-Dec 1, '10	Raleigh, NC	Cary Training Center
Nov 29-Dec 3, '10	12:00-5:00 PM ET	Virtual Classroom

For more ITSM, ITIL, help desk and field support training options, visit the Help Desk, ITIL, and Support Center Calendar.

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