Learning Unit SO01: Introduction to Service Operation
• The processes and service lifecycle phases that Service Operation interfaces with
• The fundamental aspects of Service Operation and be able to define them Learning Unit SO02: Service Operation Principles
• How Service Operation is organized in relation to Functions, Groups, Teams, Department and
divisions.
• How an organization can achieve balance when dealing with internal verse external organizational
focus, identifying the issues related to organizations who operate at the extremes of these
balances
• What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and
the processes used by them
• The creation, components and implementation of a complete communication strategy to be used
with Service Operations
Learning Unit SO03: Service Operation Processes
• The use of and interaction of each of the five key processes that make up Service Operation
• The value to the business that each of the Service Operation processes contributes
• The use of and interaction of all other lifecycle operational activities that contribute to Service
Operation
Learning Unit SO04: Common Service Operation Activities
• The difference between a Technology Centric and a Business Centric organization, the five levels
of maturity and how Service Operation can be used to move towards increasing the Business
Centric focus
• How the activities identified in this unit support Service Operation and provide a detailed model of
how to integrate them into a Service Operation organization
Learning Unit SO05: Organizing Service Operation
• The objective, activities and roles of each of the four functions identified in this unit and how to
build a Service Operation model based on these functions
• Service Operation roles and responsibilities, where and how they are used as well as how a
Service Operation organization would be structured to use these roles
Learning Unit SO06: Technology Considerations
• The technology that supports Service Operation, where and how these can be used
• The technology required to support each of the Service Operations processes and functions: Event
Management, Incident Management, Request Fulfillment Problem Management, Access
Management and Service Desk
Learning Unit SO07: Implementation Considerations
• Strategies and models for managing Change in Service Operation and how to implement this
activity within an organization
• Implementing Service Operation technologies within a company
• How to assess and manage risk with in a Service Operation group including the interaction that
needs to occur with the Service Design and Service Transition personnel
Learning Unit SO08: Challenges, Critical Success Factors and Risks
• The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and
the details behind how each challenge can be addressed
• The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for
measuring and monitoring Service Operation CSFs |
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