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ITIL® Intermediate Certification: Service Lifecycle - Service Operation

24-26 Jan 2018 (€1,450 per seat)
Dublin
3 Days
Purpose: 

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 Certificate in IT Service Management.

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.

Exam Information: 

Eight (8) multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks. 

Duration: 90 minutes

Open Book: No

Pass Mark: 28/40 or 70%

 

Suitable for: 

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to: 

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
  • IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

 

Prerequisite Entry Criteria 

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission. Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required: 

  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

This qualification provides a complete management-level overview of service operation including all its related activities. 
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 operation principles
  • Service operation processes
  • Common service operation activities
  • Organising for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.

 

Objectives:

This qualification provides a complete management-level overview of service operation including all its related activities. 
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 operation principles
  • Service operation processes
  • Common service operation activities
  • Organising for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.

 

Benefits:

The examination board is the Information Systems Examination Board (ISEB), which is a part of the British Computer Society (BCS).

The ITIL® Intermidiate level of certification is becominig increasingly popular and offers an internationally recognised level of competence and skill sets.

Detailed Content:

Learning Unit SO01: Introduction to service operation 
Bloom’s Level 2 Objectives – Full understanding of service operation terms and core concepts. 

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL service lifecycle
  • The fundamental aspects of service operation and the ability to define them.

Learning Unit SO02: Service operation principles 
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels. 

  • How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation 
  • Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy 
  • Service operation inputs and outputs.

Learning Unit SO03: Service operation processes 
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels. 

  • The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management. 

Learning Unit SO04: Common service operation activities 
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels. 

  • How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services 
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services 
  • How the operational activities of processes covered in other lifecycle stages contribute to service operation 
  • How IT operations staff should look for opportunities to improve the operational activities.

Learning Unit SO05: Organizing for service operation 
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels. 

  • The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management 
  • Service operation roles and responsibilities, where and how they are used as well as how a service operation organisation would be structured to use these roles. 

Learning Unit SO06: Technology considerations 
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels. 

  • The generic requirements of technologies that support service management across all lifecycle stages 
  • The specific technology required to support the service operation processes and functions.

Learning Unit SO07: Implementation of service operation 
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels. 

  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition 
  • Planning and implementing service management technologies within a company.

Learning Unit SO08: Challenges, critical success factors and risks 
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels. 

  • The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.