ITIL® Service Lifecycle - Service Operation

Course Details

This ITIL® training programme delivered by Course Bargains is planned on the Service Operation unit of ITIL® Service Operation is about the standards and methods which supports the management of IT products and to recognise how services function. This contains the establishment and effect of these activities and how they can be an advantage not just for the products themselves but the upholding services used to allocate them.

Course Contents

Delegates will be capable of enhancing their awareness and ability in the modules shown below:

Introduction to Service Operation

  • Bloom’s Level 2 Aims – Awareness of Service Operation terms and fundamental models
  • The techniques used within Service Operations which involves how they relate to make Service Operations function
  • The methods and service lifecycle stages that Service Operation interfaces with
  • The important features of Service Operation and how to analyse them

Service Operation Principles

  • How Service Operation is planned in relation to Tasks, Teams, Department and divisions.
  • How an business can reach a balance when dealing with internal verse external structural focus, recognising the issues connected to organizations who function at the limits of these balances
  • What “Operational Health” means, addressing examples of “Self-Healing Systems” and the methods used by them.
  • The creation, workings and process of a complete communication policy to be used within Service Operations

Service Operation Processes

  • The use of and interaction of each of the five key developments that make up Service Operation
  • The worth to the organisation that each of the Service Operation processes contributes
  • The use of and interaction of all other lifecycle operational tasks that enhances Service Operation

Common Service Operation Activities

  • The change among a Technology Centric and a Business Centric organization, the five stages of maturity and how Service Operation can be implemented to move towards growing the Business Centric focus
  • How the activities recognised in this unit provide Service Operation and deliver a thorough product of how to incorporate them into a Service Operation institute

Organizing Service Operation

  • The tasks, actions and functions of each of the four roles recognised in this unit and how to develop a Service Operation built on these methods
  • Service Operation tasks and duties, where and how they are applied as well as how a Service Operation business would be planned to use these tasks

Technology Considerations

  • The equipment that assists Service Operation, where and how these can be applied
  • The technology essential to provide each of the Service Operations procedures and roles: Event Management, Incident Management, Request Completion, Problem Management, Access Management and Service Desk

Implementation Considerations

  • Policies and plans for running Change in Service Operation and how to apply this action within an business
  • Applying Service Operation skills within a business
  • How to assess and manage risk with in a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition workforces.

Challenges, Critical Success Factors and Risks

  • The tasks and risks (e.g. staff, funding, management, etc.) connected to Service Operation and the facts behind how each task can be assessed
  • The Critical Success Factors (CSFs) connected to Service Operation as well as a thorough method for calculating and observing Service Operation CSFs


What are the details of the exam?

The exam will contain of a multiple choice, closed book paper of 8 questions, to be answered in 90 minutes. The pass mark is 70% or more.

Who will be instructing me?

The instructors at Course Bargains are highly qualified and have global experience.

When should I arrive to the venue?

You should aim to arrive at 9am.

How can I contact you?

If you would like more information about any course please feel free to either contact us on 01159 031 029 or you can email us at