It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publications in advance of the course: Service Operation 2011 Edition and Continual Service Improvement 2011 Edition.
It is recommended that Intermediate courses require 2 hours of home study each evening.
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% or more.
Candidates can expect to gain knowledge and understanding in the following:
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
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
The objective, activities and roles of each of the four functions indentified 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
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
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