ITIL® Service Operation (SO)

 

An accelerated program that takes you to ITIL Service Operation Certification using innovative learning methods andenergizedclassroom sessions.

 

The combination of instructor-supported e-learning and classroom course allows students to manage study time whilst reducing the number of classroom days.

 

This 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.

 

Courseware is designed using an engaging, scenario-based approach to learning the core disciplines of ITIL best practices. Exams can be taken at a convenient time after the course to allow additional study time.

 

Program Benefits

§ Accelerated path to Certification: The normal path to ITIL Service Operation requires 3 days classroom . This fast-track program is a definite path to Certification that presents you the ITIL Service Operation Certificate after completing a 2 days classroom course and 8 hours of self-paced e-learning and passing the Certification exam. Reduced travel, lodging and classroom days make this attractive.

§ Innovation in Design: Innovative use of e-learning for the theoretical components of the course allows you to study in your own time at your own pace.

 

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 sub-processes, 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

 

Audience

This course will be of particular interest to:

§ Individuals who have their ITIL Foundation Certificate (or the ITIL V2 Foundation + V3 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

§ Individuals 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.

 

Prerequisites

§ Hold an ITIL Foundation Certificate or ITIL V2 Foundation + V3 Foundation Bridge Certificate

§ Students must complete the associated self-paced study course sections prior to attending the classroom portion of these classes completion will be verified via ITpreneurs LMS systems

§ 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 Official ITIL Website

(http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp)

 

Examination Information

An exam voucher will be issued upon completion of the course. This will allow learners to book exams after the course at a time and location convenient to them with their own Proctor.

 

The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions. Exam duration is 90 minutes.

 

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%

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