Intermediate Service Operation Online Course

 Our ITIL Service Operation Online Course has over 95% pass rates. You will be given everything you need to sit and pass your online exam (which is also included). Our ITIL courses are accredited by AXELOS, APMG and PEOPLECERT and offers so much more than online training. Full tutor support is offered throughout your learning.

You can sit for the online exam at home or in your office using your laptop/computer with a stable internet connection, a web cam and microphone at any convenient time. Let us know when you are ready to book your exam and we will arrange this for you. Your tutor provides support all the way through and will suggest when you are ready. You must pass the ITIL Foundation before you can sit for the ITIL Practitioner, Intermediate and MALC courses’ examinations.

Materials Provided

  • Videos
  • Quizzes
  • Exercises
  • Study guides
  • Podcasts
  • Official Syllabus
  • Sample exams
  • Case studies
  • Tutor email support
  • Exam guidance

You have sixty days’ online access to this course.

ITIL® Service Lifecycle - Service Operation 3-Day Course

ITIL® is a Registered Trade Mark of AXELOS Limited

 

ITIL® Intermediate Service Operation examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary). The pass mark is 70%.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction to Service Operation

Bloom’s Level 2 Objectives – Full understanding of Service Operation terms and core concepts
The functions contained within Service Operations including how they interact to make Service Operations work
The processes and service lifecycle phases that Service Operation interfaces with
The fundamental aspects of Service Operation and be able to define them

Service Operation Principles
How Service Operation is organized in relation to Functions, Groups, Teams, Department and divisions.
How an organization can achieve balance when dealing with internal verse external organizational focus, identifying the issues related to organizations who operate at the extremes of these balances
What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and the processes used by them
The creation, components and implementation of a complete communication strategy to be used with Service Operations

Service Operation Processes
The use of and interaction of each of the five key processes that make up Service Operation
The value to the business that each of the Service Operation processes contributes
The use of and interaction of all other lifecycle operational activities that contribute to Service Operation

Common Service Operation Activities
The difference between a Technology Centric and a Business Centric organization, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organization

Organizing Service Operation
The objective, activities and roles of each of the four functions identified in this unit and how to build a Service Operation model based on these functions
Service Operation roles and responsibilities, where and how they are used as well as how a Service Operation organization would be structured to use these roles

Technology Considerations
The technology that supports Service Operation, where and how these can be used
The technology required to support each of the Service Operations processes and functions: Event
Management, Incident Management, Request Fulfilment, Problem Management, Access
Management and Service Desk

Implementation Considerations
Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
Implementing Service Operation technologies within a company
How to assess and manage risk with in a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel

Challenges, Critical Success Factors and Risks
The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs

 

Exam Format
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8

Pass Score: 28/40 or 70%
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: 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).
Closed Book

 

Book Online

Exam Pledges

Our course materials, training approach and trainers are so good that that we are offering anyone who attends any of our courses the following pledges:

Foundation Pledge

In the most unlikely event of failing the Foundation exam, you will be offered a free Exam retake within 3 months of your original course.

Practitioner Pledge

Should you fail your practitioner exam, we will offer you a free place on any subsequent practitioner course, as long as you pay for the cost of the practitioner exam.

Testimonials

"I was unable to do any reading before the course and was worried. There was no need. I had 88% and must commend the trainer for her delivery. The course materials were really good."


-Ali Patel

"Excellent course materials, very good trainer, comfortable venue. Of course, I passed with very high marks."


-Sally Temple

"Amazing trainer. He explained all issues simply and made the whole training process fascinating. I passed with the highest marks I have ever had in any exam."


-Olu Ogundipe

"Fantastic experience! From first contact, throughout the training course and the exam."


-Stella Blackwood

"I have used many training providers for our company's training requirements and trainingcreatively stands out. Absolutely! The best trainer, course materials and customer services."


-John Stevens
"The trainer kept everyone alert and engaged. It's the best training experience I have and the customer service was excellent."
-Philip O'Hare
"I came for the weekend course from Blackpool. I passed with high marks and also had a nice time in London. I will recommend trainingcreatively to my colleagues."
-Sam O'Connor

We deliver Courses in

United Kingdom, Argentina, Australia, Austria, Belgium, Belize, Brazil, Canada, Colombia, Cyprus, Denmark, France, Gambia, Germany, Ghana, Greece, Hong Kong, Hungary, India, Ireland, Italy, Kenya, Malta, Mexico, Netherland, New Zealand, Nigeria, Norway, Poland, Sierra Leone, Singapore, Slovakia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Tanzania , Uganda, United Arab Emirates, USA, Zambia, Zimbabwe, China, Croatia, Cyprus, Egypt, Finland, Iran, Japan, Kuwait, Saudi Arabia, Oman, South Korea, Portugal, Qatar, Venezuela

Our Courses

We deliver Courses in

United Kingdom, Argentina, Australia, Austria, Belgium, Belize, Brazil, Canada, Colombia, Cyprus, Denmark, France, Gambia, Germany, Ghana, Greece, Hong Kong, Hungary, India, Ireland, Italy, Kenya, Malta, Mexico, Netherland, New Zealand, Nigeria, Norway, Poland, Sierra Leone, Singapore, Slovakia, South Africa, Spain, Sri Lanka, Sweden, Switzerland, Tanzania , Uganda, United Arab Emirates, USA, Zambia, Zimbabwe, China, Croatia, Cyprus, Egypt, Finland, Iran, Japan, Kuwait, Saudi Arabia, Oman, South Korea, Portugal, Qatar, Venezuela, Birmingham, Tokyo, Warsaw, Frankfur, Bristol, Glasgow, Qatar, Amsterda , Cambrid , Leeds, Hong Kong, Brighton, Crdiff, Leicester, Singapore, Reading, Edinburgh, Liverpool, Barcelona, Sheffield, Riyadh, London, Lisbon, Derby, Dubai, Liverpool, Stockholm, Frankfurt, Amsterdam, Auckland, Oslo, Brussels, Manchester, Cambridge, Berlin, Dublin, Milton Keynes, Geneva, Nottingham, Copenhagen, Newcastle, Helsinki, Southampton, Paris, Norwich, Belfast, Milton Keynes