The main target group for this course and qualification includes CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers.
Knowledge of the service operations principles and processes, common service operation activities, organizing for service operation guidelines, especially in regards to functions, technology considerations and guide on how to implement service operation as well as challenges, critical success factors and risks of this lifecycle stage. This course prepares students for the ITIL Intermediate Certificate: Service Operation which is part of the ITIL Intermediate Lifecycle stream qualifications. It is a free-standing qualification and is also one of the modules that lead to the ITIL Expert Certificate.
- Incident management
- Problem Management
- Event Management
- Request Fulfilment
- Access management
- Service Desk, Technical Management, Application Management and IT Operations Management functions
- Technology considerations
- Roles and responsibilities
- Implementation of service operation
- Critical Success Factors (CSFs)
- Key Performance Indicators (KPIs)
- Sample exam
The course culminates in a formal closed-book examination - ITIL® Intermediate: Service Operations.