Capabilities
null

Service Operation Lifecycle Course

Course Overview

This course prepares participants for the examination leading to the ITIL® Intermediate Certificate: Service Operation. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, two sample exams are delivered during the course. A passing mark of 70% is required to receive your certificate. In addition, you will attain 3 ITIL credits and 25 professional development units (PDUs) for Project Managers.

Learning Outcomes

  • Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
    • Incident Management
    • Problem Management
    • Request Fulfillment
    • Event Management
    • Access Management
  • Review of core Service Operation activities, including:
    • Monitoring and Control
    • Mainframe Management
    • Server Management and Support
    • Network Management
    • Database Management
    • Desktop Support
    • Internet/Web Management
    • Facilities and Datacenter Management
  • Interaction of Service Operation processes with other Service Lifecycle processes
  • Mapping of Service Operation functions to roles, responsibilities and activities
  • Technology and implementation considerations for Service Operations

Who Should Attend?

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in the design of IT services.

Prerequisites

Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

Course Reading

Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 21 hours of personal study by reviewing the Service Operation syllabus and the publication in preparation for the examination.


*For questions or to register, please contact: Jill Zimmerman – jzimmerman@zenetex.com or 703-547-7827

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.