Course Overview
The ITIL® Intermediate Certificate in Service Operation forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of Service Operation processes and roles.
This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Operation worth 3 credits.
Who should attend
This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will give delegates a detailed understanding of the ITIL® Service Operation phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
Individuals who may find this course of interest include IT professionals working within or about to enter a Service Operation environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL® Expert qualification in IT Service Management.
Prerequisites
There is a pre-requisite for taking certification exam to attend accredited training and to have ITIL® Foundation certificate. However you can attend on course only without taking exam nevertheless.
Course Objectives
This course will enable participants to:
- Understand the importance of Service Management as a Practice
- Lead discussions on Service Operation
- Understand Service Operation Principles and Processes
- Carry out common Service Operation activities
- Organise Service Operation effectively
- Recognise Service Operation functions and technology-related activities
- Understand how to implement Service Operation
- Understand and analyse challenges, Critical Success Factors and risks related to Service Operation.
Course Content
This three day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Lifecycle. The course covers the management and control of the activities and techniques within the Service Operation stage. Including a review of Service Operation activities including monitoring and control, service management and support, network management, desktop support and facilities and datacenter management.