ITIL Intermediate: Service Operation

    

Summary:
ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for Information Technology Services Management (ITSM) by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under version 3.

In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® V3 now emphasizes the following areas:

Assist in transforming IT Service Management onto a strategic business asset
Assist in defining and managing the complete lifecycle of IT Service Management Process
Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services
This exam-preparatory course provides comprehensive coverage of SO concepts within the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® V3 Framework.

The ITIL® Intermediate Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management and design as documented in the ITIL® Service Design publication.

Note

The success in achieving this certification is highly dependent upon participants' effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate OGC publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance, in particular Service Operation publication.

Duration

This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18.

This three (3) days classroom training course with examination held on the afternoon of the 3rd day is accredited by both LCS and EXIN examinations institutes.
The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination.
The format of the examination consists of a closed book paper of 8 multiple choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more - 28 or more correct answers.
Delivery Methods

- Instructor led Classroom based
- Virtual Web based

Duration:
3 Days/Lecture & Lab

Audience:
The target group of the ITIL Expert Qualification Service Operation is
Individuals who require a deep understanding of ITSM/ITIL Service Operation phase and its related processes and how it may be used to enhance the quality of IT service support within an organization.
IT professionals that are working within an organization that has adopted and adapted ITIL who need to contribute to an ongoing service improvement program This may include but is not limited to, CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM, trainers, business managers and business process owners.

Topics:

• Introduction
• Service Operation Principles
• Service Operation Processes
• Common Service Operation Activities
• Organizing Service Operation
• Technology Considerations
• Implementation Considerations
• Challenges, Critical Success Factors and Risks
• Summary, Exam Preparation and Directed Studies

Prerequisites:
Individuals who have attained and have a proof of one of the following certifications:-V3 ITIL Foundation certificate in Service Management; OR -V2 Foundation plus the V3 Foundation Bridge certificate; It is also strongly recommended that course participants: -Possess 2 to 4 years professional experience working in IT Service Management -Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on Service Operation environment.




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Last Update: May 22, 2012