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ITIL® Intermediate - Service Operation

Difficulty level: Duration in days: Delivery options:

3

Classroom based

  • Description
    The ITIL® Intermediate Certificate in Service Operation forms part of the Lifecycle series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL® Service Management Expert qualification. It will give candidates a deep level of understanding of Service Operation processes and roles.

    This course is intended to enable delegates with a Foundation-level knowledge of IT Service Management to apply good practice in processes pertaining to the Service Operation lifecycle phase. The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, delegates will be able to sit the ITIL® Intermediate examination in Service Operation worth 3 credits.
  • This course will enable participants to:
    • Understand the importance of Service Management as a Practice
    • Lead discussions on Service Operation
    • Understand Service Operation Principles and Processes
    • Carry out common Service Operation activities
    • Organise Service Operation effectively
    • Recognise Service Operation functions and technology-related activities
    • Understand how to implement Service Operation
    • Understand and analyse challenges, Critical Success Factors and risks related to Service Operation.
  • This course is aimed at individuals who have attained the V3 ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications. It will give delegates a detailed understanding of the ITIL® Service Operation phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.

    Individuals who may find this course of interest include IT professionals working within or about to enter a Service Operation environment and requiring a detailed understanding of the processes, functions and activities involved, as well as those who are seeking the ITIL® Expert qualification in IT Service Management.
  • There is a pre-requisite for taking certification exam to attend accredited training and to have ITIL® Foundation certificate. However you can attend on course only without taking exam nevertheless.
    • 8 complex multiple-choice questions (multi-part, scenario-based, gradient-scoring),
    • closed book,
    • 90 minutes (30 minutes additionaly for all non-native english speaking delegates),
    • 70% pass mark required.
  • Event Event Date Event End Date Location Individual Price Register
    ITIL® Overview on-line 24x7 24x7 on-line 200,00€
    ITIL® Foundation on-line 24x7 24x7 on-line 350,00€

Course Contents

    • Service Operation in the Context of the Service Lifecycle
    • Principles and Objectives
    • Key Processes
    • Functions and Common Service Operation Activities
    • Service Operation and Business Value
    • Challenges, CSFs and Risks
    • Organisational Issues
    • Achieving Balance
    • Involvement in Service Design and Transition
    • Operational Health
    • Communication and Documentation
    • Event Management
    • Incident Management
    • Request Fulfilment
    • Problem Management
    • Access Management
    • Operational Activities of Other Lifecycle Phases
    • Service Desk
    • IT Operations Management (with Operations Control and Facilities Management)
    • Application Management
    • Technical Management
    • Technology and Tooling
    • Good Practice
    • Challenges, CSFs and Risks
    • Managing Change and Project Management
    • Functions
    • Roles and Responsibilities
    • Organisational Structures

Client Testimonials

  • Well structured course – good balance between lecturing , good practices and productive interactions. You helped me to learn and understand more IT based processes. Thank you.
    Mrs. Natira Dika-Krluku Macedonian Telekom
  • ITSM Center not only helped me achieve the ITIL certifications but also provided me the practical insights to improve my day to day work and help my organization achieve ITIL Standards.
    Mr. Granit Gjoni Balfin
  • ITSM CENTER and its lecturer created an impacting experience from which I came out richer in skills and knowledge. I would certainly recommend this workshop to my teammates and colleagues.
    Mr. Matija Benčina Telekom Slovenia
  • Course enables you to learn about the theoretical basis in a structured and understandable way. It is much easier to get a grasp on the subject matter when the lecturer is knowledgeable and ties together theoretical knowledge with practical wisdom.
    Mr. Jan Šuen Slovenian Railways
  • All courses I have taken in ITSM center contributed in a substancial manner to optimize internal processes. Special thanks to lecturer who was willing to consider live company cases during the course.
    Mr. Žiga Mrak Bayer
  • The course is nicely structured and clearly outlines the management principles. It also gives us a detailed description of the processes as well as roles and responsibilities of the people.
    Mr. Chellappan N. Nandakumar Telekom Slovenia

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