ITIL® 2011 Service Lifecycle: Service Operation

In order to provide effective and effi cient delivery and support of key services and to ensure fair value for the customer and service provider, IT departments must successfully implement ITIL® Service Operation best practices. In this course, you learn how to plan, implement and optimize the Service Operation processes and gain the skills required to take the ITIL® Intermediate Qualifi cation: Service Operation Certifi cation Exam

Workshop Benefits

Through extensive activities, you gain knowledge of the Service Operation processes. Workshops include:

  • Applying the Incident Management Lifecycle to quickly restore normal operation
  • Enabling internal customers to use a service while protecting against unauthorized access
  • Preventing recurring problems and resulting incidents with effective Problem Management
  • Ensuring decision-making that balances stability vs. responsiveness and quality vs. cost
  • Prepare for and take the ITIL® Intermediate Qualifi cation: Service Operation Certification Exam
  • Plan key activities for Service Operation processes
  • Maintain stability in Service Operations while allowing for changes in design, scale, scope and service levels
  • Support operations through new models and architectures such as shared services
  • Evaluate Service Operations processes with critical success factors and key performance indicators

-ITIL® is a Registered Trademark of the AXELOS. Limited

This course is valuable for those who want to achieve the ITIL® Intermediate Qualifi cation: Service Operation Certifi cate. The ITIL® V3 Foundation Certifi cate (or V2-V3 bridge equivalent) is required to take the ITIL® Certifi cation Exam on the final day.

  • Introduction and Overview
  • Balancing confl icting goals
  • Core Service Operation Processes
  • Primary ITIL® processes within Service Operation
  • Operational activities of other ITIL® processes
  • Common Service Operation Activities
  • Monitoring and control of IT operations
  • Management of the infrastructure
  • Operational aspects of processes from other lifecycle phases
  • Organizing for Service Operation
  • Mapping Service Operation functions to activities
  • Service Operation structure
  • Key functions of the Service Desk
  • Structuring the Service Desk
  • Technology Related Issues
  • Implementation Challenges and Risks

Format of the Examination

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Paper Based