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.

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.

What Are The Course Objectives?

The key objectives of this course are to 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:

  1. Introduction to Service Operation
  • – Service Operation in the Context of the Service Lifecycle
  • – Principles and Objectives
  • – Key Processes
  • – Functions and Common Service Operation Activities
  • – Service Operation and Business Value
  • – Challenges, CSFs and Risks
  1. Service Operation Principles
  • – Organisational Issues
  • – Achieving Balance
  • – Involvement in Service Design and Transition
  • – Operational Health
  • – Communication and Documentation
  1. Service Operation Processes
  • – Event Management
  • – Incident Management
  • – Request Fulfilment
  • – Problem Management
  • – Access Management
  • – Operational Activities of Other Lifecycle Phases
  1. Common Service Operation Activities
  2. Organising Service Operation
  • – Functions
  • – Roles and Responsibilities
  • – Organisational Structures
  1. Technology and Implementation Considerations
  • – Technology and Tooling
  • – Good Practice
  • – Challenges, CSFs and Risks
  • – Managing Change and Project Management

What examinations are taken on the course?

ITIL® Service Operation Exam: 90 Mins, closed book, Eight complex multiple-choice questions choice questions

*If English is not your native language you will be awarded 25% extra time.