Course Overview
This 3-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, but not the detail of each of
the supporting processes. This course is designed using an engaging
scenario-based approach to learning the core disciplines of the ITIL
best practice and positions the student to
successfully complete the associated exam.
Prerequisites
Candidates for this course must:
• Hold an
ITIL Foundation Certificate or ITIL v2 Foundation + v3
Foundation Bridge Certificate
• There is no minimum requirement but a basic IT literacy and around
2 years IT experience are highly desirable
Audience
The
Service Operation Lifecycle course will be of interest to:
• Individuals who have their ITIL Foundation Certificate (or the ITIL v2 Foundation + Foundation Bridge certificate) who want to
purse the intermediate and advanced level ITIL certifications.
• Individuals who require 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 professionals working in or new to a Service Operation
environment and requiring a detailed understanding of the concepts,
processes, functions and activities involved.
• Individuals seeking the ITIL Expert certification in IT Service
Management for which this qualification is one of the prerequisite
modules
• Those seeking progress towards the ITIL Master in IT Service
Management for which the ITIL Expert is a prerequisite
• A typical role includes (but is not restricted to): CIOs, CTOs,
managers, supervisory staff, team leaders, designers, architects,
planners, IT consultants, IT audit managers, IT security managers
and ITSM trainers involved in the ongoing management, coordination
and integration of operation activities within the Service
Lifecycle.
Learning Objectives:
Upon completion of this course and examination, the learner will
gain competencies in:
• Understanding Service Management as a Practice and Service
Operation principles, purpose and objective
• Understanding how all Service Operation processes interact with
other Service Lifecycle processes
• The subprocesses, activities, methods and functions used in each
of the Service Operation processes
• The roles and responsibilities within Service Operation and the
activities and functions to achieve operational excellence
• How to measure Service Operation performance
• Understanding technology and implementation requirements in
support of Service Operation
• The challenges, critical success factors and risks related with
Service Operation
Course Organization Logistics:
• A maximum of 12 people can attend this course with 1
instructor
• Classroom with U-shaped seating arrangement
• 2 break out rooms where available
• Whiteboard, flipchart, projector
• Previous ITIL Certificate numbers need to be provided prior to the
start of the course
• The exam can be schedule on the last day
Course Student Materials:
• Students receive a copy of the classroom presentation
material, practice exam, case study, homework & assignments.
• ITIL best practice core books are available as electronic .pdf,
printed book and online subscription versions.
About the Examination:
• Evidence of ITIL Foundation Certificate or ITIL v2
Foundation + v3 Foundation Bridge Certificate and completion
of Service Operation Lifecycle course from an Accredited Training
Provider is required to sit the exam
• It is recommended that students should complete at least 21 hours
of personal study by reviewing the syllabus and
the Service Operation book in preparation for the examination.
• The syllabus can be downloaded from:
http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp
• The exam is a closed book exam with eight (8) multiple choice,
scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes for all candidates in their
respective language (candidates sitting the
examination in a language other than their first language have a
maximum of 120 minutes and are allowed to use a
dictionary)
• 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.
• Pass score is 28/40 or 70%
• Distinction pass score is under consideration
Credits:
• Upon successful passing of the ITIL Service Operation
Lifecycle exam, the student will be recognized with 3
credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs)
= 21
Daily Agenda Outline
Day 1
1. Introduction and SO as a practice
2. Service Operation Principles
3. Service Operation Processes
Home work (review of day’s material)
Day 2
3. Service Operation Processes
4. Common Service Operation Activities
5. Organizing Service Operation
Home work (review of day’s material)
Day 3
5. Organizing Service Operation
6. Technology Considerations
7. Implementation Considerations
8. Challenges, Critical Success Factors and Risks
9. Exam Preparation/Mock Exam
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