ITIL® Lifecycle Bootcamp: Operation & Continual Service Improvement

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Overview

5-day public or single organisation course

Accelerated learning for maximum results

The bootcamp combines the ITIL® Lifecycle Service Operation and Continual Service Improvement courses, covering the lifecycle aspects and the management and control of the activities and techniques within the Service Operation and Continual Service Improvement stages of the lifecycle, but not the details of the supporting processes (which are covered in detail in the Capability courses). Additionally the course looks at the concepts of Service Operation and Continual Service Improvement as a practice and at the interfaces between them and with the other stages of the ITIL Service Lifecycle.

Objectives

The purpose of this bootcamp is to obtain knowledge on ITIL concepts and terminology. It looks at activities that may be implemented to enhance the quality of IT service management within an organisation and enables students to understand the concepts, processes, functions and activities involved in Service Operation and Continual Service Improvement. It also examines organisational issues including functions, groups and teams, department operational health process structures that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

The course prepares delegates for the ITIL® Lifecycle examinations in Service Operation and Continual Service Improvement.

Who should attend?

This bootcamp is ideal for individuals who require a deeper understanding of the Service Operation and Continual Service Improvement stages of the Service Lifecycle.

This bootcamp offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate or equivalent.

Before attending the bootcamp, it is strongly recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years. Delegates are required to hold the ITIL® Foundation Certificate in IT Service Management or v2 to v3 bridge equivalent.

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.

Delegates attending this bootcamp will be taking both Service Operation and Continual Service Improvement examinations.

Each examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.

Each examination is independent. Successful candidates will be awarded 3 credits for each examination towards the ITIL® Expert qualification. Candidates who pass both examinations will be awarded 6 credits.

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Structure

The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Lifecycle books; this course is centred on the Service Operation and Continual Service Improvement books. The books are available from the Fox IT bookshop.

Documentation

Comprehensive course documentation is provided.

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Content

Topics covered include:

Service Operation:

• The main principles and objectives of Service Operation
• Challenges, Critical Success Factors and Risks
• Organisational issues concerned with Functions, Groups, Teams, Department & Divisions
• Achieving balance in Service Operations
• Operational Health, Communication and Documentation
• The activities commonly performed in the Service Operation arena
• Improvement of Operational Activities
• Implementation consideration
• Managing Change in Service Operations
• Service Operation and Project Management
• Assessing & Managing Risk in Service Operations
• Operational Staff in Design & Transition
• Planning & Implementing Service Management Technologies

Continual Service Improvement:

• The main principles and objectives of CSI
• Challenges, Critical Success Factors and Risks
• The overall process of CSI itself
• The methods and Techniques of CSI such as Benchmarking, Assessment, the Balanced Scorecard and the Deming cycle
• Organizational issues concerned with CSI
• Technology considerations related to CSI
• The activities commonly performed in the CSI arena
• Assessing Critical Success Factors and Managing Risk in CSI

The course also covers the managerial and supervisory aspects of the ITIL processes covered in these stages:

Service Operation:

• 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

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