This bootcamp is ideal for individuals who require a deeper understanding of the Service Operation and Continual Service Improvement stages of the Service Lifecycle. It offers a natural career development path for IT professionals who already hold the ITIL® Foundation Certificate.

Before taking the bootcamp it is 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.

IMPORTANT: Individuals attending this bootcamp should note that due to the intensive nature of this course some evening work is expected.

The purpose of the bootcamp is to obtain knowledge on the management and control of Service Operation and Continual Service Improvement. The course builds on the general principles covered as part of the ITIL® Foundation course, combining both the ITIL® Service Operation and Continual Service Improvement courses. The course covers the management and control aspects of Service Operation and Continual Service Improvement including the principles, processes, methods and techniques, technology considerations and implementation of both stages.

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

The course is based on the OGC’s Best Practice Guidelines in the ITIL® Service Management books; centred on the Service Operation and Continual Service Improvement.

It is recommended that students should complete at least 21 hours of personal study for Lifecycle stage covered in the course by reviewing the syllabus and relevant books in preparation for the examination.

The bootcamp includes assignments, with students working as individuals and in teams. Due to the intensive nature of this bootcamp, some evening work is anticipated.

Service Operation:

• Introduction to Service Operation
• Service Operations Principals
• Service Operation Processes
• Common Service Operation Activities
• Organising Service Operation: Functions
• Technology Considerations
• Implementation Considerations
• Challenges, Critical Success Factors and Risks

The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage:

• 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

Following on from this course, you may wish to consider:

• Other ITIL®Service Management Lifecycle courses (3-day)
• ITIL® Service Management Lifecycle boot camps (5-day)
• ITIL® Service Management Capability courses (5-day)
• foxMAPS™ – baseline current operation and outline implementation roadmap
• foxPRISM™ – web based process tool