This course prepares you for the exam leading to the the ITIL Intermediate Certificate: Service Operation. In addition, this certification contributes 3 credits towards the “ITIL Expert” certification. See the ITIL certification scheme for more details.
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.
LEARNING OUTCOMES
- 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
WHO SHOULD ATTEND?
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.
PREREQUISITES
To gain admission to this course, you must possess the ITIL Foundation Certificate In IT Service Management (attained through the ITIL Foundations course) .
EXAM & CERTIFICATION
- This course prepares you for the examination leading to the ITIL Intermediate Certificate: Service Operation. A 90-minute exam – administered by PeopleCert® - consisting of eight multiple choice, scenario-based, gradient scored questions.
- You must attain a mark of 70% to pass the exam and gain three credits towards “ITIL Expert” status. Learn about the “ITIL Expert” credit system.
- You will attain 25 professional development units (PDUs) for Project Managers
COURSE E-MATERIALS
Material for this course will be provided in downloadable soft copy. However, if you prefer, you may print the files according to the Pink Elephant Terms of Use.
MULTIPLE OPTIONS FOR HOW YOU CAN ATTEND THIS COURSE
- Self-Paced Online:
- Take the course at any time in your web browser at your own pace.
- Public (Open Enrollment):
- Live Classroom: On specific dates throughout the year, conveniently located in hotels in major cities across the country with our expert instructor.
- Web-Based: On specific dates throughout the year; hosted live online with our expert instructor.
- In-House (On-Site):
- Live Classroom: On dates convenient to you; exclusively for your team at your location with our expert instructor.
- Web-Based: On dates convenient to you; exclusively for your team; hosted live online with our expert instructor.
If you would like more information on any of these options, please call us at 1-888-273-PINK, email us at info@pinkelephant.com, or ask your questions via our convenient Chat window at the bottom right corner of this page.
SPECIAL OFFERS!
- Get the prerequisite course, ITIL Foundation, FREE when you purchase this course.
- Boost your ITIL learning with the ITIL “Super Seven” Personal Training Pass – complete 7 ITIL courses over the next 2 years and become an “ITIL Expert”!
