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Course ITIL® Service Operation
  • Course Duration3 Days
  • Course Options
    Please contact us to discuss options for this course
Overview
The ITIL® Service Operation course focuses on how to deliver value to customers and users by managing the operation of services. This three-day course will help you to understand the processes and functions needed to keep IT services up and running in the most efficient manner, including Incident, Problem and Event Management. The course also explains how operations staff should be involved in processes which have their home in other parts of the Service Management Lifecycle, such as Service Level Management. The course ends with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our tutors throughout the course. Included in this preparation will be the opportunity to answer two practice exam papers, which will raise your confidence levels.

The ITIL® Service Operation intermediate certificate is one of the five lifecycle phases that build on the knowledge gained from the ITIL® Foundation certificate. This lifecycle phase is for those who wish to seek, or currently hold, a management or team leader role in your company. The primary focus for this ITIL® Service Operation certification is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for on-going management of the technology that is used to deliver and support services.
Prerequisites
    • Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of January 2013, photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.
Pre-reading
A copy of our "Service management as a practice" document will be provided.
Materials
A full copy of all course slides, with room to make your own notes

A personal copy of the Key Element Guide - Service

Operation pocketbook

A full copy of the ITIL® Glossary and Acronym List

Course hand-outs to aid further understanding where applicable

Sample questions
Individual Benefits
You will gain an understanding of how to be a more effective - and therefore more valued - team member through the use and understanding of Service Operation processes. Medium to long term you may gain other benefits such as a promotion within your own organisation or other opportunities to advance your career!
Organisational Benefits
Through understanding Service Operation, the IT teams can deliver a consistently high standard in the running of IT Services. From the customer's point of view, that means they are able to completely rely on the IT services to help them achieve their desired results. From the IT team's perspective, consistently good service delivery means less fire-fighting leading to the ability to take a more proactive approach to service delivery.
Target Audience
    • Are an individual who requires a more 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.
    • Are an IT professional working in or about to start in a Service Operation environment and need an understanding of the concepts, processes, functions and activities involved.
    • Are an individual seeking the ITIL® Expert in IT Service Management for which this qualification is one of the prerequisite modules
    • Are an individual seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
    • Are in one of the following IT professions or areas: Release Manager , Security Administrator, Applications Support, IT Operations Manager, Database Administrator, Problem Manager, Service Desk and Incident Manager, Network Support Security Manager
What's included
    • For courses held on our premises, complimentary tea, coffee and biscuits are available. Lunch is not provided, however, there is a wide variety of eateries within a short walk of the centre.
    • Comprehensive course materials and exercises

 

Course Dates Please contact us to discuss dates for this course, thank you

 

IT Training Solutions Ltd
Oakville, 14 Durham Road West, Bowburn, Durham, DH6 5AU
0191 377 8377
ittrainingsolutions.co.uk

Printed: 20 Mar 19

 

 

 

Contact us

  • Name*:*
  • Organisation:
  • Telephone:
  • Email:*
  • Message*:*
  • Send me a copy of this email
  • Send me course updates from time to time via email

    Your subscription will naturally terminate after your chosen time limit. We will get in touch just before the end so that you can subscribe again if you would like to continue receiving information after that point.

* Required Fields