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Home » Courses » Classroom Courses » ITIL Service Operation

ITIL Service Operation

  • Classroom

    Course Details:

    Duration: 3 days

    Price: £1133 + VAT


    Next available course:

    For course dates and more information please call 01844 211665

About the Course

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 gives candidates a deep level of understanding of service operation processes and roles.

This course is intended to enable people with 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, participants will be able to sit the ITIL Intermediate examination in Service Operation worth 3 credits.

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.

How is the course structured?

The course takes place over 3 days.

Is there an exam?

The examination format is:

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

The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.

Full Course Outline

ITIL Service Operation (a three-day course)

Course Content

Introduction to service operation

  • Service operation in the context of the service lifecycle
  • Principles and objectives
  • Key processes
  • Functions and common service operation activities
  • Service operation and business value
  • Challenges, CSFs and Risks

Service operation principles

  • Organisational Issues
  • Achieving balance
  • Involvement in service design and transition
  • Operational health
  • Communication and documentation

Service operation processes

  • Event management
  • Incident management
  • Request fulfilment
  • Problem management
  • Access management
  • Operational activities of other lifecycle phases

Common service operation activities

Organising service operation

  • Functions
  • Roles and responsibilities
  • Organisational structures

Technology and implementation considerations

  • Technology and tooling
  • Good practice
  • Challenges, CSFs and risks
  • Managing change and project management

Examination

The examination format is:

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

©Assist Knowledge Development Ltd.

Contact Us

Need help?

Please call us on

01844 211665