ITIL Service Operation (Official ITIL Lifecycle Certification)

This course is normally presented at a Regional Education Symposium. Classroom Course Format

COURSE OVERVIEW

This comprehensive official ITIL® lifecycle certification course will provide you with critical knowledge and practical guidance on the service delivery and support phase within ITIL’s service lifecycle model, viewed as the “factory” of IT.

Service Operation staff should have in place processes and support tools that provide an end-to-end view of Service Operation and delivery, rather than separate components such as hardware, software applications and networks. This overall view facilitates the detection of any threats or failures to service quality, and must be extended to encompass external aspects of service provision, including, where necessary, shared or interfacing processes and tools.

WHAT YOU WILL LEARN

Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:

Incident Management
Problem Management
Request Fulfillment
Event Management
Access Management

Review of core Service Operation activities, including:

Monitoring and Control
Mainframe Management
Server Management and Support
Network Management
Database Management
Desktop Support
Internet/Web Management
Facilities and Datacenter Management

Interaction of Service Operation processes with other Service Lifecycle processes
Mapping of Service Operation functions to roles, responsibilities and activities
Technology and implementation considerations for Service Operations

TAKE-AWAYS

Improve your organization’s business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment
Establish enterprise IT operations and monitoring practices to assure successful IT service delivery
Stabilize steady state and lights on practices by integrating events to Incident and Problem Management
Stop Service Desk horror stories by implementing end-to-end ownership of Incidents
Assure that the promise of the implemented services are meeting the needs of the customers
Move from reactive operations to proactive management by assuring support processes adhere to defined policies
Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
Assure the type and amount of application and technical resources are available when needed

COURSE & INSTRUCTOR ACCREDITATION

Pink Elephant is globally accredited to provide ITIL education for the certification program. The organization is accredited by the Examination Institute for Information Science (EXIN), the Information Systems Examination Board (ISEB), and Loyalist Certification Services (LCS).

Your instructor is a highly experienced ITIL-certified member of Pink Elephant’s consulting team. Further, he or she is qualified to teach this course as defined by Pink Elephant’s internal Certified Trainer Program. You can expect to learn from an individual with the industry’s deepest knowledge on how to lead a successful implementation project. This knowledge is a direct result of Pink Elephant’s vendor neutrality – as well as many years of experience implementing ITIL processes in a variety of organizations worldwide.

WHO SHOULD ATTEND & PREREQUISITES

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in day-to-day IT operations.

Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.

EXAM, CERTIFICATIONS & AWARDS

This course prepares participants for the examination leading to the ITIL Intermediate Certificate: Service Operation. A 90-minute exam is scheduled on the last day of the course. It consists of eight multiple choice, scenario-based, gradient scored questions. To help prepare attendees for the final exam, a sample exam is delivered during the course. A passing mark of 70% is required to receive your certificate
You will attain 3 ITIL credits
You will attain 25 professional development units (PDUs) for Project Managers
You will attain 2.5 Continuing Education Units
You will attain 30 Continuing Professional Education credits

CLASS SIZE

Maximum class size is 18 students per instructor.

The Service Operation publication is included in the course fee. Participants will receive the book along with your course manual on the first day of class.

Important note: Due to the in-depth nature of this hands-on course, it is recommended that students complete at least 21 hours of personal study by reviewing the Service Operation syllabus and the publication in preparation for the examination.

FEE FOR ONSITE TRAINING

To inquire about fees for bringing this course to your location, call us at 1-888-273-PINK. For terms and conditions related to onsite location deliveries, call our Customer Service Center.

FEES FOR PUBLIC COURSES

CAD $ 3,195
USD $ 2,995

View terms and conditions related to public courses.

This course is delivered in three or four days depending on the location.
Fees do not include applicable tax, which is payable for all events presented in Canada.

Start Date	End Date	City	Country	Price	Add To Cart
Aug-13-12	Aug-15-12	Scottsdale, AZ	United States	2,995.00 USD
Dec-05-12	Dec-07-12	Orlando, FL	United States	2,995.00 USD