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ITIL® Intermediate Lifecycle – Service Operations

This course is a four-day classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value. This course is a free-standing qualification and is also part of the ITIL® intermediate lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

 

Objectives

This course and qualification provides a complete management-level overview of service operation including all its related activities. Candidates can expect to gain key competencies related to this certification.

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.

 

Who Should Attend

This course aims at those Service Desk team leaders, supervisors and managers, IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who are involved in the developing, designing,, managing and delivering of IT Services within the organization.

 

Course Outline

1.   Introduction to service operation

  • The purpose, objectives and scope of service operation
  • The value to the business
  • The context of service operation in the ITIL® service lifecycle
  • The fundamental aspects of service operation and the ability to define them.

2.   Service operation principles

3.   Service operation processes

4.   Common service operation activities

5.   Organizing for service operation

6.   Technology considerations

7.   Implementation of service operation

8.   Challenges, critical success factors and risks

 

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management, which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL® (V2) Foundation plus Foundation Bridge

• ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice question).

Each question will have 4 possible options, one which is worth 5 marks, one which worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.

 

Duration

4 Days

 

 

All ITIL® courses are offered by BridgingMinds Network Pte Ltd.

ITIL® is a registered trade mark of AXELOS Limited.

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