Intermediate Lifecycle - Service Operation

Pre-Reading Material

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.

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% or more.

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 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

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
Course Fee Includes:
  • Pre-course material
  • Accredited course with accredited industry-leading trainer
  • Best quality course materials
  • Comfortable and conducive venues with good transportation links
  • ITIL® Examination fee and Certificate
  • Refreshments

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