This intermediate course delves into the practical aspects of the ITIL Service Lifecycle and covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes. A copy of the official ITIL Service Operation 2011 Lifecycle Publication is also included as part of the training package.
The Service Operation exam is challenging and consists of a complex multiple-choice, closed book paper of 8 questions, to be answered within 90 minutes. The pass mark is 70% or more. Two practice exam papers will be provided to assist with preparation. Successful candidates will be awarded 3 credits towards the ITIL Expert certification.
Industry Association Recognition
Project Management Institute (PMI)
Australian Institute of Project Management (AIPM)
It is highly recommended that you spend time before this course begins and each evening of this course reviewing and consolidating what you've learned, to be well prepared for the exam .
IT professionals working within or about to enter a Service Operation environment, including Service Managers and Operations and Help Desk Managers responsible for implementing effective Service Operations, as well as:
Important Course Information Important Course Information Requirements: Requirements:
Must hold the ITIL Foundation Certificate (see Course 1197 Course 1197 , Achieving ITIL Foundation Certification) Recommended Experience: Recommended Experience:
Basic IT literacy and around two years of IT experience Course Preparation: Course Preparation:
— ITIL Exam Success Package, After-Course Coaching, Exam Fee:
Service operation and the overall ITIL lifecycle
Balancing conflicting goals
Policies, principles and basic concepts
Primary ITIL processes within service operation
Monitoring and control of IT operations
Management of the infrastructure
Operational aspects from other lifecycle phases
Mapping service operation functions to activities
Service operation structure
Key functions of the service desk
Structuring the service desk
If you need training for 3 or more people, you should ask us about onsite training. Putting aside the obvious location benefit, content can be customised to better meet your business objectives and more can be covered than in a public classroom. It's a cost effective option.
Submit an enquiry from any page on this site, and let us know you are interested in the requirements box, or simply mention it when we contact you.