In this lifecycle module you will gain insight how to manage your services on an operational level. 'ITIL® Service Operation' addresses the context of Service Operation and how to organise your operational processes to support your service delivery at the agreed level to your customers.

The main target group for the ITIL® Expert Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.

4 days (1 block, 4 days continuous, at the end of the training candidates have the option to take the exam) The exam will be in English.

The main goal of Service Operation is to coordinate and execute the day-today management of activities and processes needed to support the operational services at the agreed level. Candidates can expect to gain the following competencies after completion of the training:

 - what are the functions and roles within Service Operation

 - what are the effects of an internal and external focus

 - what are the effects of a reactive and proactive attitude

 - what are the effects of the activities performed within the event management process

 - how to arrange escalations within Service Operation

 - how to implement and use your problem management process

 - how to implement and use your access management process

 - how to transform from a technology driven to a business driven organisation

 - how to manage your infrastructure like mainframes/desktop/internet/web management/middleware etc.

 - how to create a good single point of contact

 - how to arrange your application management activities what technology should you use and how to use this technology how to implement Service Operation

The necessary skills are interactively transferred through a mixture of presentations, discussions, actual situations and case based exercises. An active attitude is expected.

You will receive:

a training handout with all presentations, cases and exercises. The book; Service Operation

ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate).