ITIL® Intermediate Service Operation Courseware

This course leads to the ITIL® Certificate – Service Operation. This is a free-standing qualification, but 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.

The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes.

You’ll learn
Detailed understanding of processes, functions and activities related to Service operations within the Service Lifecycle.
- 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

Target group
This course is suitable for 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 is particularly suitable for: CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Exam
The examination is closed book and made up of multiple choice questions based on a scenario. Students will be allowed 120 minutes to answer the questions. You need at least 70% (28/40 points) to pass.

Prerequisites
Candidates wishing to be trained and pass the exam for this qualification must already hold the ITIL Foundation Certificate.