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ITIL® V3 Intermediate Lifecycle Module
Service Operation

Course Duration - 3 Days

Package options

This course is available in the following packages:

Course Description

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 Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge of industry practices in Service Management as documented in the ITIL Service Operation publication.

Purple Griffon courses are delivered by authorised trainers who are highly experienced in their field. As an ISEB accredited Course Provider we have delivered accredited training for many years. Our pass rates are consistently above the national average.

Target Group

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of Operation activities within the Service Lifecycle.

The course syllabus covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes.

The course may also be of interest to:

Individuals who require 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
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 seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Learning Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

Introduction to Service Operation
Service Operation Principles
Service Operation Processes
Common Service Operation Activities
Organising Service Operation : Functions
Technology Considerations
Implementation Considerations
Challenges, Critical Success Factors and Risks

In addition the training for this certification should include examination preparation, including a mock examination opportunity.

Learning outcomes

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

Prerequisite Entry Criteria

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.

It is strongly recommended that candidates read the ITIL Service Operation publication in advance of attending training for the certification.

What is provided?

Comprehensive course materials
Example questions
Lunch and Refreshments

Examination

Eight (8) multiple choice, scenario-based, gradient scored questions over 90 minutes
Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks

Complimentary books

The following books are available to purchase from the Purple Griffon bookstore to compliment this course:

	Title	Price
	Passing Your ITIL Intermediate Exams - Study Aid	RRP £30.00 £26.25
	ITIL 3 Lifecycle Core Library Service Operation	RRP £85 £70.55
	Service Operation Based On ITIL V3: A Management Guide	£20.99
	ITIL 3 Lifecycle Publication Suite: Core Publications Collection	RRP £299 £248.17
	The Official Introduction to the ITIL Service Lifecycle	RRP £30 £24.90
	Key Element Guide Suite	RRP £38.00 £31.54

Special Offers

Call sales office on 01539 736828 for latest special offers

Course Title	Location	Date	Offer

More dates

Course Title	Location	Date	Price
ITIL Lifecycle Service Operation	London EC2M 7	20/09/10	£945
ITIL Lifecycle Service Operation	London EC2M 7	18/10/10	£945
ITIL Lifecycle Service Operation	London EC2M 7	22/11/10	£945
ITIL Lifecycle Service Operation	London EC2M 7	15/12/10	£945
ITIL v3 Service Operation	London EC2M 7	05/01/11	£945
ITIL v3 Service Operation	London EC2M 7	07/02/11	£945
ITIL v3 Service Operation	London EC2M 7	07/03/11	£945
ITIL v3 Service Operation	London EC2M 7	18/04/11	£945
ITIL v3 Service Operation	London EC2M 7	23/05/11	£945
ITIL v3 Service Operation	London EC2M 7	27/06/11	£945