Course Description
This course prepares you for the exam leading to the ITIL Intermediate Certificate: Service Operation. In addition, this certification contributes 3 credits towards the “ITIL Expert” certification. See the ITIL certification scheme for more details.
This comprehensive official ITIL lifecycle certification course will provide you with critical knowledge and practical guidance on the service delivery and support phase within ITIL’s service lifecycle model, viewed as the “factory” of IT.
Service Operation staff should have in place processes and support tools that provide an end-to-end view of Service Operation and delivery, rather than separate components such as hardware, software applications and networks. This overall view facilitates the detection of any threats or failures to service quality, and must be extended to encompass external aspects of service provision, including, where necessary, shared or interfacing processes and tools.
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 day-to-day IT operations.
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.
EXAM, CERTIFICATION & AWARDS
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, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate
You will attain 3 ITIL credits
You will attain 25 professional development units (PDUs) for Project Managers
COURSE E-MATERIALS
Pink is Green
Material for this course will only be provided as downloadable soft copy files that can be viewed on a variety of devices. Attendees may print a hard copy of the files in whatever format best meets their needs, and can use the files under the Pink Elephant Terms of Use.
COURSE READING
Due to the in-depth nature of this hands-on course, it is highly 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. You can purchase the Service Operation publication in a variety of formats from the following sources:
ITIL Online Bookshop
The Stationery Office (TSO)
Amazon
The Book Depository