ITIL® 2011 edition is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the use of process and practice elements used within it.
The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.
The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.
Course and Learning Objectives:
At the end of this course, you will learn:
- The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
- The operational activities of processes covered in other Lifecycle phases
- Service Operation Processes
- Organizational issues including: Functions, Groups, Teams, Department and Divisions
- Service Operation Activities
- Service Operation Technology Considerations and Requirements
- Planning and Implementing Service Management Technologies
- Managing Change in Service Operations
- Challenges, Critical Success Factors and Risks
Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Operation stage of the Service Lifecycle. This lifecycle stage focuses on organizing and maintaining the day-to-day Service Operation. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Operation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. An integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.
Course Student Material:
Students will receive an ITIL Service Operation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
ITIL® Service Operation
Classroom or Virtual Classroom
About the Examination:
- Multiple choice, scenario-based, gradient scored questions.
- Number of Questions: 8
- Pass Score: 28/40 or 70%
- Exam Delivery: Online or paper based
- Exam Duration: 90 minutes
- Open/Closed Book: Closed Book
An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.
Upon successfully achieving the ITIL Service Operation certificate, students earn 3 credits in the ITIL® qualification scheme.
Project Management Institute –Professional Development Units (PDUs) = 28
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers and ITSM trainers who require a detailed understanding of the ITIL Service Operation phase of the ITIL core Lifecycle and the affected processes, functions and activities and their application