IT Service Operations

The purpose of this trading 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.

OBJECTIVES

The objectives of service operation are to:

  • Maintain business satisfaction and confidence in IT through effective and efficient delivery and support of agreed IT services.
  • Minimize the impact of service outages on day to- day business activities.
  • Ensure that access to agreed IT services is only provided to those authorized to receive those services.

TARGET CANDIDATE

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.

EXAM PREREQUISITES

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
  • A basic IT literacy and around 2 years IT experience are highly desirable.
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL® and bridge qualifications.
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination.

SYLLABUS

  • Introduction to Service Operation.
  • Common Service Operation Activities.
  • Service Operation Principles.
  • Service Operation Processes.
  • Organizing for Service Operation.
  • Technology Considerations.

COURSE OBJECTIVE

This qualification provides a complete management-level overview of Service Operation including all its related activities.Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service operation.
  • Service Operation principles.
  • Service Operation processes.
  • Common Service Operation activities.
  • Organizing for Service Operation functions.
  • Technology considerations.
  • Implementation of Service Operation.
  • Challenges, Critical Success Factors and Risks.

PARTICIPANTS

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 if 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 advice 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.

COURSES OUTLINE:

Introduction to the concepts and technology in the field of Service Operation.

General Service Operation Principles.

Service Operation Processes.

Common Service Operation Activities.

Service Operation Functions.

Service Operation Functions, Roles and Responsibilities and Organization Structures.

Covers Technology as part of implememting service management process capabilities.

Covers how implementation consideration contribute to Service Operation

Service Operation Processes and the operational activities of processes covered in other Lifecycle phases.

Service Operation Functions, Roles and Responsibilities and Organization Structures.

Covers how implementation consideration contribute to Service Operation.


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Exam Format

  • Exam Type: Eight(8)Multiple Choice Questions, Scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark and one which is a distracter and achieves no marks.
  • Prerequisite: ITIL® V3/2011 Foundation Certificate OR ITIL® V2 Foundation Certificate plus Bridge Certificate AND Completion of an accredited course from an ITIL® Accredited Training Provider.
  • Exam Duration: 90 minutes.
  • Supervised: Yes.
  • Open Book: No.
  • Pass Score: 28/40 or 70%.

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