ITIL® Service Operation

ITIL® Service Operation

Course Summary

The ITIL Intermediate Qualification – Service Operation course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle.

This course is delivered as 4 Full Days in a Classroom format or 3 Full Days in an Instructor Led Online format.

The main focus areas include Service Operation purpose, principles, processes, activities, functions, technology and implementation considerations. It uses an engaging scenario-based approach to learning the core disciplines of the ITIL Best Practices, and positions students to complete successfully the associated exam.

Prerequisites

Candidates must hold an ITIL Foundation Certificate (v3 or 2011) or an ITIL Foundation Bridge Certificate.

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Topics

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.

The processes covered in this course include:

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

The functions covered in this course include:

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

Instruction Method

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

There is a minimum class size of 6 students and a maximum class size of 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 Syllabus

The following requirements must be met in order to participate in online training:

  • All online sessions will be delivered through Adobe Connect.
  • Students require access to a fast and reliable internet connection and a headset and microphone. All audio will be run through your computer, Voice-over-IP, as there is no dial-in option for this training.
  • Test your connection here. All of the tests must pass. Your local IT department should be able to assist with installing Flash and the Adobe Connect plug-in if there are any difficulties.
  • All sessions are mandatory.

Exam Information

The exam is 90 minutes long and consists of 8 multiple choice questions worth a maximum of 5 marks each. Students must get 28 (70%) or more to pass the exam.

For classroom based courses: A paper-based certification exam is included with the registration and is taken during the afternoon of the fourth day.

For online instructor led based courses: A computer-based certification exam is included with the registration. Students will be provided with an exam voucher that will allow them to take the exam at their convenience through a web-based exam proctor within 30 days of the completion of the course. Students will require access to a webcam and high speed internet connection.

Required Materials

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

Please contact our office if you are looking to purchase the above publication.

Upcoming Dates and Prices for ITIL Service Operation

Below is a list of all upcoming ITIL Service Operation courses including classroom and online instructor led. You can filter by location to narrow your search.

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Location Dates Price exc. TAX   Status
Edmonton, AB, Canada Aug 08 – 11, 2017 2,895.00 CAD

Edmonton, AB, Canada

Aug 08 – 11, 2017

2,895.00 CAD exc. TAX

 

Register Now » Available
Register Now » Available
Calgary, AB, Canada Aug 15 – 18, 2017 2,895.00 CAD

Calgary, AB, Canada

Aug 15 – 18, 2017

2,895.00 CAD exc. TAX

 

Register Now » Available
Register Now » Available
Online (8:30 am - 4:30 pm Mountain Time) Sep 06 – 08, 2017 2,195.00 CAD

Online (8:30 am - 4:30 pm Mountain Time)

Sep 06 – 08, 2017

2,195.00 CAD exc. TAX

 

Register Now » Available
Register Now » Available
Edmonton, AB, Canada Oct 24 – 27, 2017 2,895.00 CAD

Edmonton, AB, Canada

Oct 24 – 27, 2017

2,895.00 CAD exc. TAX

 

Register Now » Available
Register Now » Available
Calgary, AB, Canada Nov 06 – 09, 2017 2,895.00 CAD

Calgary, AB, Canada

Nov 06 – 09, 2017

2,895.00 CAD exc. TAX

 

Register Now » Available
Register Now » Available
Online (8:30 am - 4:30 pm Mountain Time) Nov 29 – Dec 01, 2017 2,195.00 CAD

Online (8:30 am - 4:30 pm Mountain Time)

Nov 29 – Dec 01, 2017

2,195.00 CAD exc. TAX

 

Register Now » Available
Register Now » Available
We currently do not have any courses scheduled. Please contact us to register your interest in this course and we will work with you to setup a session or discuss training alternatives.

Accreditation Information

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