The ITIL® Intermediate Qualification: Service Operation Certificate is part of the ITIL Intermediate Lifecycle stream, and is one of the modules that lead to the ITIL Expert in IT Service Management Certificate.
This 3-day course covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes. You will gain knowledge to plan, implement and optimize the Service Operation processes and help prepare to take the ITIL Intermediate Qualification: Service Operation Certification Exam.
At the end of this 3 day course, the student will gain competencies and prepare to:
Introduction to Service Operation
Service Operation Principals
Service Operations Processes
Common Service Operations Activities
Organizing Service Operation: Functions
Challenges, Critical Success Factors and Risks
Maintain stability in Service Operations while allowing for changes in design, scope and service levels
Support operations through new models and architectures such as shared services
Prepare for and take ITIL Intermediate Qualification: Service Operation Certification Examination
ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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MODULE 1: Service Operations and the overall ITIL® Lifecycle
· Principles and objectives
· Functions and common activities
· How Service operation creates business value
· Challenges, critical success factors and risks
MODULE 2: Balancing Conflicting Goals
· Internal IT vs. external business view
· Stability vs. responsiveness
· Quality of Services (QoS) vs. cost of services
· Reactive and proactive activities
MODULE 3: Core Service Operation Processes
Primary ITIL processes within Service Operation
· Event management: Active & Passive Monitoring
· Restoring normal service through Incident Management
· Request fulfillment
· Managing Problems with Root Cause Analysis
· Access Management
MODULE 4: Operational Activities of other ITIL Processes
· Change, Configuration and Release Management
· Capacity & Availability Management
MODULE 5: Common Service Operation Activities
Monitoring & Control of IT Operations
· Detecting the status of services & CIs
· Taking appropriate corrective action
· Console management/operations bridge: a central coordination point for monitoring and managing services
MODULE 6: Management of the Infrastructure
Mainframe, Server and Network Management
· Storage and database management
· Managing directory services and desktop support
· Facilities and datacenter management
· Managing IT security in service operations
· Improving operational activities
MODULE 7: Operational aspects of processes from other lifecycle phases
· Change, configuration and release
· Service continuity
MODULE 8: Organizing for Service Operation
Mapping Service Operation functions to activities
· Roles and responsibilities
· Understanding the organizational context
MODULE 9: Service Operation structure
· Service Desk
· Technical Management
· IT Operations Management
MODULE 10: Key functions of the Service Desk
· Logging incidents and requests
· First-line investigation and diagnosis
· Managing the lifecycle of incidents and requests
· Keeping users informed
MODULE 11: Structuring the Service Desk
· Local vs. centralized
· The virtual service desk
· Follow-the-sun operation
MODULE 12: Technology Related Issues
· Technology, tools and expertise requirements
· Defining architecture standards
· Involvement in the design and build of new services and operational practices
· Contributing to Service Design, Service Transition and Continual Service Improvement projects
· Evaluating change requests
· Matching technology to the organizational situation
MODULE 13: Implementation Challenges and Risks
· Managing change in service operations
· Service operation and project management
· Assessing and managing risk
· Operational staff in design and transition
· Planning and implementing service management technologies
To be eligible for the ITIL® Intermediate Qualification: Service Operation examination, candidates shall fulfill the following requirements:
· At least 21 contact hours of instruction
· Basic IT literacy or around 2 years of IT experiences is desirable
· Hold the ITIL® Foundation Certificate in IT Service Management
Passing score is 70%. Eight (8) multiple choice, scenario based, gradient scored questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one of which is 3 marks, one of which is 1 mark, and one of which is a distracter and achieves no marks. Maximum 90 minutes for all candidates in their respective language.
ITIL® is a registered trade mark of AXELOS Limited.
Individuals who require 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 organization.
IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
ITIL® is a registered trade mark of AXELOS Limited.
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