ITIL^® Intermediate Qualification - Service Operation

The ITIL^® Intermediate Qualification - Service Operation 4-day certification course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The main focus areas include Service Operation purpose, principles, processes, activities, functions, enabling technology and implementation considerations. It uses an engaging case study-based approach to learning the core disciplines of the ITIL^® Best Practices, and positions the students to complete successfully the associated exam.

The main process focus areas of this course include:

• Event Management,
• Incident Management
• Problem Management
• Request Fulfilment
• Access Management

The main function focus areas of this course include:

• Service Desk
• Technical Management
• IT Operations Management
• Application Management

Course Details

This course has mandatory 21 contact hours as well as a recommendation of completing 21 hours of self study prior to the start of the course.

Minimum class size is 6 students, maximum class size is 18 students.

Two official sample exams will be provided during the course.

The following link will take you to the official ITIL^® Service Operation Qualification Syllabus:
ITIL^® Service Operation

Learning Objectives

At the end of this course, the learner will gain competencies in:

• Leading discussions on Service Operations
• Service Operation principles, processes, functions and common activities
• Understanding implementation approaches
• Identify Service Operation roles
• Enabling technology and challenges
• Understand critical success factors and risks.

Prerequisites

Candidates must hold an ITIL^® Foundation Certificate or an ITIL^® Foundation Bridge Certificate.

Supporting Materials

Students receive a copy of the classroom presentation material, practice exams, homework and assignments.

Students are required to pre-read and bring to class the following ITIL^® Service Management Practices core lifecycle publications:

ITIL^® Service Operation - 2011 Edition
ISBN: 9780113313075