ITIL ® Intermediate Lifecycle :
Service Operation
This training, the ITIL Intermediate Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module 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.
DURATION AND STUDY LOAD
This 3-day training course will be delivered in 2 consecutive days and 1 additional day with time in between to prepare additional assignments. In addition to the training course an average of 20 hours study should be spend in order to be fully prepared for the exam.
GOAL
After this course candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
- Introduction to Service Operation;
- Service Operations Principals;
- Service Operation Processes;
- Common Service Operation Activities;
- Organising Service Operation: Functions;
- Technology Considerations;
- Implementation Considerations;
- Challenges, Critical Success Factors and Risks.
In addition the training for this certification should include examination preparation, including a mock examination opportunity.
TRAINING METHOD
The course includes a mix of instructor-led training and hands-on exercises to help participants understand the ITIL concepts, organizational structures, roles, functions and process activities related to these processes.
This course also prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Operation.
TARGET GROUP
The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to 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 operation activities within the Service Lifecycle.
CONTENT
This course will covers next topics:
- Goal, scope and value for business of Service Operation;
- Service Operation principles and processes (Incident Managent, Access Management, Event Management, Request fulfillment, Problem Management);
- How to monitor, audit, analyze and improve service delivery;
- Related roles, functions and responsibilities (IT Manager, Incident Manager, Problem manager, RACI-model);
- How to apply several Operational Activities can be used within Service Operation;
- Risk analyses and Risk Management;
- How technology can support SO and Implementation considerations;
- Challenges, Critical Success Factors and risks;
- Exam preparation.
QUALITY
The training is provided by professional and experienced trainers. Our organisation, trainers and materials are accredited by CEDEO, VOI, IITT, APMG en EXIN and is audited on a regular basis.
MATERIAL
Course material will consist of;
- Handouts of presentation;
- Assignments;
- Course outline;
- Mock exam;
- OGC book ‘Service Operation’.
Click here for detailed information about course dates and prices
or to register directly.
