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Service Operation & Continual Service
Improvement
An Official ITIL® Intermediate – Service Lifecycle Course
Duration: 5 Days
Course Code: SOP/CSI
Why You Should Attend This Course
This comprehensive bootcamp brings together the official ITIL lifecycle certification for Service Operation and
Continual Service Improvement. The course will provide you with critical knowledge and practical guidance on the
service delivery and support phase within ITIL’s service lifecycle model, viewed as the “factory” of IT. It also
focuses on the continual service improvement process and its key principles, methods and techniques.
What You Will Learn
Service Operation
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Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and
critical success factors, including:
 Incident Management
 Problem Management
 Request Fulfillment
 Event Management
 Access Management
Review of core Service Operation activities, including:
 Monitoring and Control
 Mainframe Management
 Server Management and Support
 Network Management
 Database Management
 Desktop Support
 Internet/Web Management
 Facilities and Datacenter Management
Interaction of Service Operation processes with other Service Lifecycle processes
Mapping of Service Operation functions to roles, responsibilities and activities
Technology and implementation considerations for Service Operation
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Continual Service Improvement
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How to use the Continual Service Improvement Approach
Key activities of the Seven-Step Improvement Process
How to identify critical success factors, risks and challenges
Measuring and reporting frameworks such as Balanced Scorecard and SWOT analysis
Importance of Knowledge Management and Service Level Management in continual service
improvement
Creating Return on Investment
Key measurements and service reporting
Roles and responsibilities to support the improvement process
Technology and implementation considerations for Continual Service Improvement
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Who Should Attend
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Individuals who have attained the ITIL Foundations Certificate in IT Service Management and who wish to
advance to higher level ITIL certifications
IT professionals working within or about to enter a Service Operation/ Continual Service Improvement
environment, and who require a deep understanding of the concepts, processes, functions and activities
involved how they may be used to enhance the quality of IT service provision within an organisation.
Target audience includes CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects,
planners, IT consultants, IT audit managers, IT security managers, IT service test managers and any IT
professional involved in day-to-day IT operations and in Continual Service Improvement
Duration
5 days; includes two 90-minute exam, scheduled on the third and last day of the course. Each exam consisting of
eight (8) multiple choice, scenario-based, gradient scored questions. You must achieve a passing mark of 70% to
receive your certificate.
Prerequisites
Candidates wishing to be trained and examined for these qualifications must already hold the ITIL Foundation
Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus
the ITIL V2 –V3 Foundations Bridging Course or the ITIL Foundations. Your certificate must be presented prior to
the start of the course as documentary evidence to gain admission to this course.
ITIL® is registered trademarks of AXELOS limited.
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