ITIL Intermediate Lifecycle Stream: Service Operation (SO)



Basic information Additional information Exam

Target audience

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.

Benefits

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.

Course content

  • 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.
Duration

3 days

Price included

 

  • “Key Element Guide Service Operation”
  • Printed presentation
  • Materials for exercises and sample solutions
  • Glossary and abbreviation
  • Trial exam answer key

 

Form of training

Open or for closed group

Prerequisites

ITIL® Foundation, version 3 or 2011 edition certificate, ITIL® V2 Foundation together with the ITIL® Foundation Bridge certificate.

Accreditation

The training course based on ITIL®. Accreditation by APMG. Training course material licensed by Fox ITSM.

Group size

From 8 to 12 students

Related training

Training in

EN

Training materials in

EN

Additional materials

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ADDITIONAL MATERIALS

Certification

Confirmation of passing the exam is a certificate of “ITIL® Intermediate Certificate: Service Operation” released by the British organization APMG.

Exam

Exam ITIL® Intermediate Certificate: Service Operation
Prerequisites Completion of the ITIL® Intermediate Certificate: Service Operation training course.
Examination form
Written
Duration 90 minutes. The exam is in English. Candidates taking the exam in a different language than their native language have a maximum of 120 minutes
Method Multiple choice
Number of Question
8 complex multiple choice, scenario-based, gradient scored questions
Required to pass the exam 70% (28 out of 40)
Exam in

EN

Duration

90 minutes

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