ITIL Expert - Service Operation

CIOs, CTOs, IT Consultants, IT Audit Managers, IT Security Managers, other IT staff & managers.

This ITIL Training Module forms part of the ITIL Intermediate Lifecycle Stream.  Successful completion of the exam will provide 3 credits towards achievement of the ITIL Expert qualification.

Succesful Delegates will understand:

• Service Operation Principles, Purpose and Objective
• How Service Operation Processes interact with other Service Lifecycle Processes
• The sub processes, activities, methods and functions used in each Service Operation Process
• The roles & responsibilities within Service Operation
• Activities and functions needed to achieve operational excellence
• How to measure ITIL Service Operations
• Technology and implementation considerations
• Challenges, critical success factors and risks 

 Achievement of the ITIL Expert Service Operation Certificate.

ITIL Foundation Certificate in IT Service Management

(V3 Foundation OR V2 Foundation plus Foundation Bridge Certificate)

Basic IT literacy and 2 years' IT experience are recommended.

21 hours' personal study including review of the syllabus and Service Operation book.

• Introduction to Service Operation
• Service Operation Principles
• Service Operation Processes
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Problem Management
  • Access Management
• Common Service Operation Activities
• Organising Service Operation
• Technology Considerations 
• Implementation Considerations
• Exam Preparation

ITIL Expert Service Operation Certificate

The exam is taken on the final day of the course:

Format:   8 multiple choice, scenario based, gradient scored questions
Duration:   90 minutes
Open Book:   No
Pass Mark:   28/40 or 70%