ITIL Intermediate Lifecycle: Service Operation (LCSO)
This course covers the concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle.It covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.

Participants benefit from an optimal mix of learning methods to build their ITIL knowledge with respect to Service Operation, learn to apply this knowledge in real life, and positions the participants to successfully complete the exam.

Upon completion of this course, the participant will gain competencies in:

–          Service Management as a Practice

–          Service Operation principles, purpose and objective

–          Service Operation processes interaction with the Lifecycle processes

–          Service Operation sub-processes, activities, methods and functions

–          Service Operation roles and responsibilities, activities and functions

–          Service Operation performance measure

–          Service Operation technology and implementation requirements

–          Service Operation challenges, critical success factors and risks

Pre-requisites –          Hold an ITIL Foundation Certificate-          There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
Target Audience –          IT Management and professionals, IT Consultants and practitioners, Business Managers, Business Process Owners, Service Providers, and System Integrators
Duration –          24 hours over 3 days Classroom
Certification –          ITIL® Intermediate Lifecycle: Service Operation certificate of attendance-          PMI ® PDUs : 24
Exam (Optional) –          Evidence of ITIL v3 Foundation Certificate-          Completion of Service Operation Lifecycle course from an Accredited Training Provider

–          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

–          Pass score is 28/40 or 70%.

Outline 

 

 

 

 

 

 

–          Introduction-          Service Operation Principles

–          Service Operation Processes

–          Common Service Operation Activities

–          Organizing Service Operation

–          Technology considerations

–          Implementation and improvement of Service Operation

–          Challenges, Critical Success Factors and Risks

–          Exam Practice