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ITIL Intermediate Service Operation Course
Service Operation (SO) course is a four-day
(21-contact hour) course leading to the ITIL® Intermediate Qualification: SO
Certificate. The SO Certificate is a freestanding qualification, but is also
part of the ITIL® Intermediate Lifecycle stream, and one of the modules leading
to the ITIL® Expert in IT Service Management Certificate.
The
purpose of this course and the associated exam and certificate is, respectively,
to impart, test, and validate the knowledge on industry practices in Service
Management as documented in the ITIL® Service Operation publication. The ITIL®
Certificate in SO is intended to enable the holders of the certificate to apply
the practices in resolution and support of the Service Management Lifecycle
Who Should Attend?
The SO
course is intended for:
-
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 operations activities within the Service Lifecycle
-
Individuals who require a detailed understanding of the Service Operation
phase and how it may be implemented to enhance the quality of IT service
provision within an organization
-
IT
professionals working within or about to enter a Service Operation
environment and requiring an 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
Learning Outcome
Following completion of this training, the candidate will know:
·
The importance of Service
Management as a practice concept and Service Operation principles, purpose, and
objectives
·
How Service Operation interacts
with other Service Lifecycle Processes
·
The 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 explain how to measure
Service Operation
·
Technology and implementation
considerations surrounding Service Operation
Prerequisites
ITIL Foundation
Certificate
Course
Outline
·
Introduction to Service Operation
·
Service Operation Principles
·
Service Operation Processes
o Event Management
o Incident Management
o Request Fulfillment
o Problem Management
o Access Management
· Service
Operation Functions
o Service Desk
o Technical Management
o IT Operations Management
o Application Management
·
Common Service Operation Activities
·
Organizing for Service Operation
·
Challenges, Critical Success
Factors, and Risks
·
Summary, Exam Preparation, and
Directed Studies
Credit : 3 Credit toward ITIL
Expert
Exam :
·
90 minutes (120 Minutes for non English
natives), Closed Book
· Online
or paper (optional)
·
8 Scenario based gradient score questions,
5 points for best answer, 3 for second best answer,3 for third best answer, 0 for wrong answer. Passing score 28.
·
Attending the course is a must for exam take. |
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