ITIL Service Operation
₹20,000.00
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.
Certificate in IT Service Management
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.
Insights about ITIL Service operation Training Courses
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 Pre-requisites
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
Exam Format
► Examination 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.
►Exam Duration: 90 Minutes
►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.
►Supervised: Yes
►Open Book: No
►Pass Score: 28/40 or 70%
Syllabus of Service Operation Training Course
- Introduction to Service Operation
- Service Operation Principles
- Service Operation Processes
- Common Service Operation Activities
- 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
► Chellanges, 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
Course Outline
LEARNING UNIT 1: Introductory lesson
Introduction to the concepts and technology in the field of Service Operation
LEARNING UNIT 2: Introduction to Service Operation
General Service Operation Principles
LEARNING UNIT 3: Service Operation Principles
Service Operation Processes
LEARNING UNIT 4: Service Operation Processes
Common Service Operation Activities
LEARNING UNIT 5: Common Service Operation Activities
► Service Operation Functions
► Service Operation Functions, Roles and Responsibilities and Organization Structures
LEARNING UNIT 6: Organizing for Service Operation
Covers Technology as part of implememting service management process capabilities
LEARNING UNIT 7: Technology Considerations
Covers how implementation consideration contribute to Service Operation
LEARNING UNIT 8: Implementing Service Operation
Service Operation Processes and the operational activities of processes covered in other Lifecycle phases
LEARNING UNIT 9: Challenges, Critical Success Factors & Risks
Service Operation Functions, Roles and Responsibilities and Organization Structures
LEARNING UNIT 10: Summary, Case studies, Exam Preparation and Directed
Covers how implementation consideration contribute to Service Operation
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