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ITIL ® V3 Intermediate lifecycle Service operation |
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Duration 3 days Pre-requisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. Course Objectives The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle. Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core 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 seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules. Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite. Method of Delivery Course material will be provided in advance to all interested and eligible candidates if they wish to appear for the Exam immediately after the course. Classroom presentation Presentation slides with the help of White Board. Discussion The method of delivery is highly interactive and designed to present the information in memorable and manageable segments. Handouts Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation. Exercises Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s). Course Time 09:00 Hrs to 17:30 Hrs Course Outline Day One Morning Session Introduction Introduction to Service Operation Service Operation Principles Service Operation Processes Event Management Incident Management Afternoon Session Request Fulfilment Problem Management Access Management Discussion and review of Day One Day Two Morning Session The operational activities of processes covered in other Lifecycle phases Common Service Operation Activities Afternoon Session Functions Service Desk Technical Management IT Operations Management Application Management Discussion and review of Day Two Day Three Morning Session Roles and Responsibilities Service Operation Organizational Structures Technology Considerations Implementation Considerations Managing Change in Service Operations Service Operation and Project Management Assessing and Managing Risk in Service Operations Operational Staff in Design and Transition Planning and Implementing Service Management Technologies Challenges, Critical SFs and Risks Afternoon Session Mock Exam Prepare for Exam ITIL V3 Service Operation Certification Exam ITIL V3 Service Operation Examination Eight (8) multiple choice, scenario-based, gradient scored questions. Each question will have 4 possible answer options, one of 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. Maximum 90 minutes for all candidates in their respective language A pass mark of 70% (28/40) is required in order to be awarded the ITIL V3 Service Operation Certificate. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed to use the dictionary. Follow on Courses to enhance your knowledge further ITIL Intermediate — Service Lifecycle and Service Capability Modules Managing Across the Lifecycle (MALC) module - If you have got relevant Credit Score to appear for this course. Note: ITIL® is a registered trade mark of the Cabinet Office The Swirl logo™ is a trade mark of the Cabinet Office |
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ITIL ® V3 OSA |
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ITIL ® V3 Foundation |
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ITIL ® V3 RCV |
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ITIL ® V3 SOA |
