ITIL® is a set of best practices guidance that has become a worldwide-adopted framework for IT Service Management by many Public & Private Organizations. Since early 1990, ITIL® has been evolving from focusing on Functions and Processes under versions 1 and 2 to focusing on the Full Service Lifecycle Management under current version.
In addition to the existing benefits of aligning IT goals and objectives with the business, improving quality and reducing cost of operation; ITSM and ITIL® now emphasizes the following areas:
Assist in transforming IT Service Management onto a strategic business asset
Assist in defining and managing the complete lifecycle of IT Service Management Process
Provide guidance on the development of Services Strategy, the development of Service Design, the Transition of Services from current to desired state, the Implementation and the Continuous improvement of the those Services
Through lectures and practice exam questions participants explore the concepts of good practice in IT Service Management based on the ITIL® Edition 2011Framework.
The ITIL® Intermediate Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL® publication.
The success in achieving this certification is highly dependent upon participants’ effort in doing their homework, and self-study before and during the program. Therefore, it is highly recommended that course participants purchase the appropriate TSO publication to complete at a minimum 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL® Service Management Practice core guidance.
Duration – 3 days instructor-led
Version – 2011
Credits Towards Expert Certification – 3
Exam – included (morning after final day)
PDUs – 18
Course Materials – Accredited Course Manual, Exam Prep Questions and Answers.
This program is offered over a 3-day period where it combines theoretical and hands-on knowledge transfer, including individual and group practical exercises. The Minimum number of students per session is 6 where the maximum is 18.
This three (3) days classroom training course with examination held on the afternoon of the 3rd day is accredited by the examinations institute.
The course includes approximately 21 hours of student-instructor interaction, a sample and a formal examination.
The format of the examination consists of a closed book paper of 8 multiple choice complex 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 additional 30 minutes to allow use of a dictionary). The pass mark will be 70% or more – 28 or more correct answers.
Instructor led Classroom based
Virtual Web based
The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:
Chief information officers (CIOs)
Chief technology officers (CTOs)
IT audit managers
IT security managers
ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
Individuals who require a detailed understanding of the ITIL® service operation stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite.
Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Additionally, to be eligible for this ITIL® Intermediate qualification, candidates shall fulfill the following requirements:
At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Design publication in preparation for the examination
There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
This ITIL® program includes the following program material:
Program slide presentation
Sample examination questions and answers
ITIL® acronyms and glossary
Simulation and practical application
We provide the students with real life experiences; for the purpose of discussion and to show the value of using best practice, we could use the client organization as “Case study” example (where private course is delivered).
Content and Objectives
Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:
Introduction to service operation
Service operation principles
Service operation processes
Common service operation activities
Organizing for service operation: functions
Implementation of service operation
Challenges, critical success factors and risks.
The program will cover the following modules:
Course participants will have the ability to capture, understand and describe, identify, demonstrate, apply distinguish, produce, decide or analyze the following topics
The main purpose and objective of service operation
The scope of service operation
The context of service operation and the service lifecycle
The value to the business
Service operation fundamentals
Service Operation Principles
- Achieving balance in service operation
- Providing good service
- Involvement in other lifecycle stages
- Operational health
- Service operation inputs and outputs
Service Operation Processes
- Event Management
- Incident Management
The following topics will be discussed for each of the here mentioned processes
Purpose and objectives
Scope of Service Operation
Value to Business
Policies, principles and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Critical success factors and key performance indicators
Challenges and risks
Common Service Operation Activities
Monitoring and control
Server and mainframe management and support
Storage and archive
Directory services management
Desktop and mobile device support
Facilities and data center management
Operational activities of processes covered in other lifecycle stage
Improvement of operational activities
Organizing Service Operation
IT Operations Management
Roles and Responsibilities
Service Operation Organizational Structures
Technology, tools and telephony requirements for the Service Operation processes and activities, including:
- Generic Requirements
- Event Management
- Incident Management
- Request Fulfillment
- Problem Management
- Access Management
- Service Desk
Managing Change in Service Operations
Service Operation and Project Management
Assessing and Managing Risk in Service Operations
Operational Staff in Design and Transition
Planning and Implementing Service Management Technologies
Challenges, Critical Success Factors and Risks
- Critical Success Factors and
Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.