The purpose of this course is to help you gain detailed knowledge on industry practices in service management as documented in the ITIL Service Operation publication.

The course covers the management-level concepts and core information of the supporting activities within Service Operation, but not specific details about each of the supporting processes.

The Service Operation certification would suit candidates in the following roles:

·         Release Manager

·         Security Administrator

·         Applications Support

·         IT Operations Manager

·         Database Administrator

·         Problem Manager

·         Service Desk and Incident Manager

·         Network Support

·         Security Manager

This module covers the introduction of the core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.

The candidate must be able to understand and describe:

* The purpose and objectives of service operation
* The scope of service operation
* Service operation’s value to the business
* Service operation fundamentals
* The context of service operation in relation to the other stages of the service lifecycle

This module addresses service operation principles. All aspects related to operations are covered including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health.

The learning objectives for this lesson cover the knowledge, interpretation and analysis of service operation principles:

* Achieving balance in service operations
* Providing good service
* Involvement in other lifecycle stages
* Operational health
* Communication
* Documentation
* Service operation inputs and outputs

The module covers the managerial and supervisory aspects of service operation processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

The candidate must be able to understand and describe:

* The purpose and objectives
* The scope of the process
* Value to the business
* High level process activities, methods and techniques
* Triggers, inputs, outputs and interfaces
* CSFs and KPIs
* Challenges and risks

This module covers the activities commonly performed in service operation.

The learning objectives for this module cover the knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

The candidate must be able to understand, describe, apply, or analyze:

* Monitoring and control, as it relates to event management in service operation
* IT operations for management of the operational environment
* Server and mainframe management and support
* Network management
* Storage and archive
* Database administration
* Directory services management
* Desktop and mobile device support
* Middleware management
* Internet or web management
* How the activities of service operation interact with the processes in the other lifecycle stages
* Facilities and data centre management

This module covers the knowledge, interpretation and analysis of the organization of service operation through the service operation functions (e.g. service desk, technical management, IT operations management and application management) and maps these functions to roles, responsibilities and activities as well as organizational structures.

The lesson covers:

* Organization of service operation through the service operation function of the service desk
* Technical management function
* IT operations management function
* Application management function
* Organizational structures

This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to service operation practices.

This module enables understanding of the following:

* The generic requirements for service management tools
* Event management
* Incident management
* Request fulfilment
* Problem management
* Access management
* Service desk

This module covers how implementation considerations contribute to service operation.

The candidate must be able to understand, describe, apply, or analyze:

* Managing change in service operation
* Service operation and project management
* Assessing and managing risk in service operation
* Operations staff involvement in service design and service transition
* Planning and implementing service management technologies within a company

This module covers the challenges and risks facing service operation and how critical success factors (CSF) contribute to service operation.

The learning objective for this module is to understand the:

* Challenges
* Critical success factors
* Risks

This module summarizes the material covered in the previous modules and prepares candidates for the examination.