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ITIL Service Operation & Continual Service Improvement Fast Track

ITIL® (Information Technology Infrastructure Library) is the most widely accepted approach to IT service management best practice.

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.

Target group

The training ITIL® Classroom is designed to provide insight into the basic processes of Service Management, understanding, and is therefore especially suitable for:

Supervisory Staff
Team Leaders
IT Consultants
IT Audit Managers
IT Security Managers
Any IT professional involved in day-to-day IT operations and in continual service improvement.


Bundle Offer   ITIL Expert Bundles from £1,995 - More Details


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Learning Objectives

  • Improve your organization’s business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment
  • Establish enterprise IT operations and monitoring practices to assure successful IT service delivery
  • Stabilize steady state and lights on practices by integrating events to Incident and Problem Management
  • Stop Service Desk horror stories by implementing end-to-end ownership of Incidents
  • Assure that the promise of the implemented services are meeting the needs of the customers
  • Move from reactive operations to proactive management by assuring support processes adhere to defined policies
  • Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
  • Assure the type and amount of application and technical resources are available when needed
  • True or False: What gets measured gets improved. The answer is false. What gets measured gets understood. Improvement only comes about as a result of deliberate planning combined with action to close the gaps. Learn how to apply the key lessons and structures of the service improvement process within your organization
  • Effectively use Management Information to support proactive decision-making
  • Utilize analysis to identify improvement opportunities without implementing a full CSI practice
  • Map key component measures and process activities to Key Performance Indicators to high level goals to determine how value is delivered as part of a Balanced Scorecard
  • Utilize service reporting to support strategic, tactical and operational decision making
  • Utilize key CSI principles to develop an economical improvement program
  • Understand the key role of technology in any improvement program
  • Master the key CSI Methods and Techniques to improve any IT operation
  • Balance the Critical Success Factors with known risks for improvement


To enrol in this course you need to have the following certificates 'ITIL® Foundations' .

Course Content

What You Will Learn

 Service Operation
• Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
o Incident Management
o Problem Management
o Request Fulfillment
o Event Management
o Access Management

• Review of core Service Operation activities, including:
o Monitoring and Control
o Mainframe Management
o Server Management and Support
o Network Management
o Database Management
o Desktop Support
o Internet/Web Management
o 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

Continual Service Improvement
• 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

Exams & Certification


ITIL Intermediate Certificate in Service Operation
ITIL Intermediate Certificate in Continual Service Improvement

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Online Courses

You may prefer an online course if you are looking for a flexible and cost-effective solution. Online courses allow you to study at your own pace, at a time that suits you.

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