ITIL v3 Service Operation Course Overview

The ITIL® Intermediate Certificate in Service Operation forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification.  It will give candidates a deep level of understanding of Service Operation processes and roles. The ITIL® Intermediate Service Operation course is inclusive of colour courseware, examinations, refreshments & lunch, post course tutor support, and pass guarantee.

This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase.

The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion.  On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Operation worth 3 credits.

Who will the Course Benefit?

This course is aimed at individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.  It will give delegates a detailed 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 organisation.

Individuals who may find this course of interest include IT professionals working within or about to enter a Service Operation environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL® Expert qualification in IT Service Management.

Course Objectives

This course will enable participants to:

• Understand the importance of Service Management as a Practice
• Lead discussions on Service Operation
• Understand Service Operation Principles and Processes
• Carry out common Service Operation activities
• Organise Service Operation effectively
• Recognise Service Operation functions and technology-related activities
• Understand how to implement Service Operation
• Understand and analyse challenges, Critical Success Factors and risks related to Service Operation

Examinations

• Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
• 90 minutes
• 70% pass mark, distinction mark to be confirmed

Course Materials

Delegates will receive a copy of the ITIL® Intermediate Certificate in Service Operation courseware, along with the Service Operation volume of the ITIL® Core Books.

NOTE: Course technical content is subject to change without notice.

Course Content