Service Lifecycle Certification v3 - Service Operation (ITSO)

The Service Lifecycle series will be of interest to candidates wishing to obtain knowledge of V3 practices within the Service Lifecycle context. Prime focus is the Lifecycle itself, the use of process and practice elements used within it and the management capabilities needed to deliver quality Service Management practices in an organization.

V3 Foundation Certificate in IT Service Management along with IT or ITSM operational experience.

This hands on program leads to a Certificate in ITIL V3 Service Lifecycle Management - Service Operation. This program is for IT professionals working within, or about to enter, an IT environment requiring a detailed understanding of the processes, functions and activities associated with the Service Operation domain of the ITIL® Service Lifecycle. Upon successful completion of the education and examination, students can expect to gain competencies in the following IT Service Operation areas:

• Introduction to Service Operation
• Service Operations Principals
• Service Operation Processes
• Common Service Operation Activities
• Organizing Service Operation: Functions
• Technology Considerations
• Implementation Considerations

• Lifecycle Certification
• Service Operation
• Service Operation Processes
• Event Management
• Incident Management
• Request Fulfillment
• Problem Management
• Access Management
• Other Lifecycle Process Relationships
• Common Activities
• Service Operation Functions
• Service Desk
• Technical Management
• Applications Management
• IT Operations Management
• Service Operation Considerations
• Service Operation Organizational Structure
• Service Operation Roles and Responsibilities
• Technology Considerations
• Implementation