ITIL® Intermediate Operation

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Course Description

  • The ITIL Intermediate Qualification: Service Operation Certificate 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 purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Operation publication.

Course cost is only 500 USD

Course Objectives

  • Detailed understanding of processes, functions and activities related to Service Operation of 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 Audience

The course syllabus covers the management-level concepts and core information of the activities and techniques within service operation, but not specific details about each of the supporting processes.

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to:

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
Course Contents

  • Introduction to service operation
  • The fundamental aspects of service operation and the ability to define them.
  • Service operation principles
  • The knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of service at agreed levels.
  • Service operation inputs and outputs the relationship with other lifecycle phases
  • Service operation processes
  • Service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.
  • Common service operation activities
  • How the common activities of service operation are coordinated for the ongoing management of the technology that is used to deliver and support the services
  • How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services
  • How the operational activities of processes covered in other lifecycle stages contribute to service?
  • How IT operations staff should look for opportunities to improve the operational activities.
  • Organizing for service operation
  • The role, objectives, responsibilities and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management
  • Technology considerations
  • The generic requirements of technologies that support service management across all lifecycle stages
  • The specific technology required to support the service operation processes and functions.
  • Implementation of service operation
  • Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition
  • Planning and implementing service management technologies within a company
  • The challenges (e.g. engagement with staff outside service operation, justifying funding)
  • The critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation.

  • Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years’ professional experience working in IT Service Management.
Exam Details

  • Exam Format: All ITIL Service Management qualifications use the Bloom’s taxonomy in both the construction of the learning units and in the examination which is based on this syllabus. The Intermediate examination is a complex, scenario-based, multiple-choice paper with 8 questions. The questions are selected from the full ITIL Service Operation Intermediate examination question bank.
  • Duration: Maximum 90 minutes for all delegates in their respective language.
  • Foreign Language Provision: Delegates completing an examination in a language other than their native tongue may apply for an additional 30 minutes and are allowed the use of a dictionary.
  • PDUs Available: 21
  • Exam Type: Closed book examination.
  • Exam Mark: 28 Correct answers or 70{f2cff46954fa82c12f221de0247f03ecde680df8241687da90b68671e75ed8a8}.

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Phone: 1.800.458.556 / 1.800.532.2112

Fax: 458 761-9562

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