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ITIL 2011 Service Operations –(28 PDUs) 3Days
The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operation principles, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions. Additionally the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle. The course prepares delegates for the ITIL® Lifecycle examination in Service Operation.
Course and Learning Objectives:
At the end of this course, you will learn:
Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Operation stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Operation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The program involves hands on Exercises on ITIL Service Operations Concepts like Service operation terms and definitions, Operations functions and processes, Operational interfaces to other lifecycle processes etc. which enable participants to apply ITIL best practice concepts in the real world environment and have implementation takeaways at end of the workshop.
The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage:
• Access Management
The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle. CIOs, CTOs, IT Operations managers, Service Desk staff, Team leaders, ITIL Process consultants, Monitoring and Operations control team members , Subject matter experts, incident managers, problem managers and all other members involved in the ongoing management coordination and integration of IT Operations. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.
An ITIL Foundation certificate and preferably two years’ work experience in an IT Service Management environment.
Upon successfully achieving the ITIL Service Operation certificate, students earn 3 credits in the ITIL® qualification scheme. Project Management Institute – Professional Development Units (PDUs) = 28
The course prepares delegates for the ITIL® Lifecycle examination in Service Operation. Participants who take the exam are prepared extensively through mock exams and instructor feedback. The exam is closed book with eight (8) multiple choice questions. The passing score is 70% (28 out of 40). The exam duration is 90 minutes.