دبي - 0097143306555

الشارقة - 0097165751315



ITIL Lifecycle SO

أيتل ITIL >


دورة تعليم ITIL Lifecycle - Service Operation

21 ساعة تدريبية





ميزات المعهد - ITIL :

• معهد معتمد اي تل من PEOPLECERT

• محاضرين معتمدين من اي تل

• مناهج معتمدة من اي تل

• معهد معتمد من وزارة التربية والتعليم

• شهادة انجاز: تصديق وزارة التربية برسوم إضافية

• اسئلة وامتحانات تحضيرية اي تل

• الامتحانات: لدينا امتحان اي تل ومضمون بسعر الدورة

ضمانات الجودة :

(conditions apply)

• ضمان التقييم المجاني

• ضمان إعادة الدورة مجاناً

• ضمان استثمار الموارد البشرية

• التخصيص والملائمة مع الشركة

• ضمان ترقية الإصدار


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.



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



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:
• 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
• 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



• 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


ITIL® is a registered trade mark of AXELOS Limited, The Swirl logo™ is a trade mark of AXELOS Limited’

معهد سايتس باور - جميع الحقوق محفوظة ©2011
التصميم بالتعاون مع NGPATH.com