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.
The course takes place over 3 days.
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
The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.
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.
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