Service Operations Practitioner Training

• Complete Service Operations Practitioner Workshop student toolkit
• Practical hands-on exercises, activities, and operational scenarios
• Real-world IT service operations examples and demonstrations
• Incident handling and service restoration activities
• Problem investigation and recurring issue analysis exercises
• Service request fulfillment scenarios
• Monitoring, event identification, and operational response activities
• Guidance on operational coordination, escalation, and service reliability
• Course content, core learning modules, and key takeaways
• Key vocabulary and terminology definitions
• Section reviews and learning activities
• Course agenda and learning roadmap
• Post-class instructor support via email
• Practical resources for continued reference after class
• Six months of access to virtual class recordings

This three-day practitioner workshop provides a comprehensive, practical approach to ITSM Service Operations, covering the concepts, processes, roles, tools, and techniques used to support service delivery, manage operational activities, restore service, fulfill requests, and improve service reliability.

• IT Service Operations Fundamentals — Understanding the purpose of service operations, its role within ITSM, and how operational practices support reliable service delivery.
• Incident Management — Understanding how incidents are identified, recorded, categorized, prioritized, investigated, escalated, and resolved to restore normal service operation.
• Incident Prioritization and Escalation — Evaluating impact and urgency, applying appropriate priorities, and coordinating functional and hierarchical escalation.
• Major Incident Management — Understanding the coordination, communication, roles, and activities involved in managing major service disruptions.
• Problem Management Fundamentals — Understanding how Problem Management identifies underlying causes, reduces recurring incidents, and supports service reliability.
• Reactive and Proactive Problem Management — Exploring problem identification, investigation, root cause analysis, known errors, workarounds, and preventive actions.
• Service Desk Fundamentals — Understanding the Service Desk’s role as a central point of contact, including user communication, support coordination, and service experience.
• Service Desk Operations and Performance — Exploring operational responsibilities, knowledge use, escalation, communication, and service performance considerations.
• Service Request Management — Understanding how service requests are captured, categorized, approved where required, fulfilled, and closed.
• Request Fulfillment and Coordination — Exploring request models, fulfillment responsibilities, user communication, and coordination across support teams.
• Monitoring and Event Management — Understanding how services and components are monitored, how events are identified and interpreted, and how appropriate operational responses are initiated.
• Event Classification and Response — Exploring event significance, operational response, escalation, and the relationship between events and incidents.
• Operational Roles and Responsibilities — Understanding the responsibilities of service operations teams, Service Desk personnel, Incident Managers, Problem Managers, resolver groups, and other stakeholders.
• Operational Workflows and Handoffs — Examining how operational activities move between teams and practices while maintaining ownership, communication, and appropriate follow-up.
• Service Operations Metrics — Understanding operational measures, service performance indicators, trends, and opportunities for improvement.
• Service Operations Scenarios and Hands-On Practice — Applying practical concepts to realistic situations involving incidents, recurring issues, service requests, events, and operational coordination.
• Related ITSM Practices and Continual Improvement — Understanding how service operations interacts with Change Enablement, Knowledge Management, Service Level Management, and Continual Improvement.
• Putting Service Operations Into Practice — Applying workshop concepts and techniques to real-world IT environments and developing practical approaches for effective service operations.