The ITIL Service Operation course provides, tests and validates knowledge on industry practices in service management as documented in the ITIL Service Operation publication. The course and associated examination are free-standing and forms part of the ITIL intermediate lifecycle stream. It is one of the modules that leads to ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points.
Candidates can expect to gain knowledge and understanding in the following upon successful completion of the education and examination components related to this ITIL Service Operation certificate:
The course and examination are suitable for:
Students wishing to attend this course and take the examination must fulfil the following requirements:
In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience.
The course is delivered in accordance with an accredited course syllabus and certification process. It combines tutorials, practical exercises and examination practice, reinforced through the trainers proven implementation track record.
The course will cover:
The core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers
Service operation principles and all aspects related to operations including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health
The managerial and supervisory aspects of the ITIL processes covered in the service operation stage, excluding the day-to-day operation of the processes (covered in the Operational Support and Analysis Capability module)
The activities commonly performed in service operation
The organization of service operation through the service operation functions of service desk, technical management, IT operations management and application management, mapping these functions to roles, responsibilities and activities as well as organizational structures
This unit covers technology as part of implementing service management process capabilities and the special technology functions and features that are related to service operation practices
How implementation considerations contribute to service operation
The challenges and risks facing service operation and how critical success factors (CSFs) contribute to service operation
Delegates will be issued with a course workbook, in-course hand-outs and other relevant material.
The qualification is based on a 90 minute closed-book examination of 8 complex, scenario based multiple choice questions. Successful delegates will be awarded the ITIL Intermediate Qualification: Service Operations Certificate.
The qualification is free standing, but also counts as 3 credits towards the ITIL Expert Certification.
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