ITIL Service Operation

ITIL Credits: 3 | PMI PDUs: 23 | Duration: 3 Days

ITIL Service Operation Course Dates

ITIL Service Operation

$350.00$1,960.00

ITIL® Credits: 3 Credits to ITIL® Expert
Duration: 3 Days’
PMI® PDUs: 23
Learning Formats:
Virtual Classroom: $2,300
Blended: 1.5 Day virtual classroom with 8 hour’s of self-paced eLearning. $1,960
Classroom: $2,300
Discounted Pricing: Contact us for group discounted rates. We can deliver courses at one of our facilities or onsite at your location.

COURSE TITLE DATE AND LOCATION PRICE
REGISTER NOW
ITIL Service Operation Exam Only $350.00
ITIL Service Operation Blended: March 29 - 30, 2016 $1,960.00
ITIL Service Operation Blended: June 7 - 8, 2016 $1,960.00
SKU: ITILSO. Category: .
ITIL Service Operation Certification Training Course Details



COURSE DESCRIPTION

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

ITIL Service Operation describes best practice for managing service s in supported environments. It includes guidance on achieving effectiveness and efficiency in the delivery and support of services to ensure value for the customer, the users and service provider. ITIL Service Operation provides guidance on how to maintain stability in service operation, even while allowing for changes in design, scale, scope and service levels.

Processes in ITIL Service Operation:

  • Event management
  • Incident management
  • Request fulfillment
  • Problem management
  • Identity management
AUDIENCE

The Service Operation Lifecycle course will be of interest to:

  • Individuals who have their ITIL® Foundation Certificate who want to purse the intermediate and advanced level ITIL® certifications.
  • Individuals who require understanding of the ITIL® Service Operation phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.
LEARNING OBJECTIVES

Upon completion of this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The subprocesses, activities, methods and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors and risks related with Service Operation
PREREQUISITES

Candidates for this course must:

Hold an ITIL® Foundation Certificate (holders of Foundation certificate from an earlier version of ITIL® , e.g.: ITIL v2, must pass the current ITIL® Foundation exam before attending this course)

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

EXAMINATION

  • Evidence of ITIL® Foundation Certificate and completion of Service Operation Lifecycle course from an Accredited Training Provider is required to sit the exam
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination.
  • The syllabus can be downloaded from:
    http://www.itil-officialsite.com/Qualifications/ITILQualificationLevels/ITILIntermediateLevel.aspx
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
  • Pass score is 28/40 or 70%
  • Distinction pass score is under consideration
AGENDA
Day 1 Day 2 Day 3
Introduction Service Operation Process Part II Operating Service Operation
Service Operation Principals Common Service Operation Activities Technology Considerations
Service Operations Processes Part I Implementing Considerations
Lunch
Service Operations Processes Part I Common Service Operation Activities Implementing of Service Operations
Service Operations Processes Part II Organizing Service Operation Challenges, CSF’s & Risks
Exam Prep / Mock
Homework (review of day’s material)