ITIL 2011 Service Operations (28 PDUs)

ITIL 2011 Service Operations (28 PDUs)


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About The Event

ITIL 2011 Service Operations –(28 PDUs) 3Days


Course Description

 The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operation principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle. The course prepares delegates for the ITIL® Lifecycle examination in Service Operation.

Course and Learning Objectives: 

At the end of this course, you will learn:


  • The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
  • The operational activities of processes covered in other Lifecycle phases
  • Service Operation Processes
  • Organizational issues including: Functions, Groups, Teams, Department and Divisions
  • Service Operation Activities
  • Service Operation Technology Considerations and Requirements
  • Planning and Implementing Service Management Technologies
  • Managing Change in Service Operations
  • Challenges, Critical Success Factors and Risks


Course Approach:

Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Operation stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Operation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The program involves hands on Exercises on ITIL Service Operations Concepts like Service operation terms and definitions, Operations functions and processes, Operational interfaces to other lifecycle processes etc. which enable participants to apply ITIL best practice concepts in the real world environment and have implementation takeaways at end of the workshop.


Concepts Covered:


  • The activities commonly performed in the Service Operation arena
  • Improvement of Operational Activities
  • Implementation Consideration
  • Managing Change in Service Operations
  • Service Operation and Project Management
  • Assessing & Managing Risk in Service Operations
  • Operational Staff in Design & Transition
  • Planning & Implementing Service Management Technologies

The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage:

  • Event Management
  • Incident Management
  • Problem Management
  • Request Fulfilment

•   Access Management


Target Audience


The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle. CIOs, CTOs, IT Operations managers, Service Desk staff, Team leaders, ITIL Process consultants, Monitoring and Operations control team members , Subject matter experts, incident managers, problem managers and all other members involved in the ongoing management coordination and integration of IT Operations. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.



An ITIL Foundation certificate and preferably two years’ work experience in an IT Service Management environment.



Upon successfully achieving the ITIL Service Operation certificate, students earn 3 credits in the ITIL® qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 28




The course prepares delegates for the ITIL® Lifecycle examination in Service Operation. Participants who take the exam are prepared extensively through mock exams and instructor feedback. The exam is closed book with eight (8) multiple choice questions. The passing score is 70% (28 out of 40). The exam duration is 90 minutes.

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