Service lifecycle bootcamp: Operation & Continual Service Improvement

Course Description:

This bootcamp combines the ITIL® Intermediate Service Operation and Continual Service Improvement courses, covering the management and control aspects of both Service Operation and Continual Service Improvement. Additionally the course looks at the interfaces between Service Operation, Continual Service Improvement and the other stages of the ITIL® Service Lifecycle.

The course prepares delegates for the ITIL® Intermediate Lifecycle examinations in Service Operation and Continual Service Improvement. Candidates successful in both examinations will be awarded 6 credits towards the ITIL® Expert Qualification.

The course is based on the OGC's Best Practice Guidelines in the ITIL® Service Management books; centred on the Service Operation and Continual Service Improvement.

It is recommended that students should complete at least 21 hours of personal study for Lifecycle stage covered in the course by reviewing the syllabus and relevant books in preparation for the examination.

The bootcamp includes assignments, with students working as individuals and in teams. Due to the intensive nature of this bootcamp, some evening work is anticipated.

This course includes the following modules:

Service Operation

• Introduction to Service Operation
• Service Operations Principals
• Service Operation Processes
• Common Service Operation Activities
• Organising Service Operation: Functions
• Technology Considerations
• Implementation Considerations
• Challenges, Critical Success Factors and Risks

Managerial and supervisory aspects of the ITIL processes

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

Continual Service Improvement

• Introduction to Continual Service Improvement
• Continual Service Improvement Principles
• Continual Service Improvement Process
• Continual Service Improvement Methods and Techniques
• Organisation for Continual Service Improvement
• Technology for Continual Service Improvement
• Implementation Considerations
• Critical success factors and risks