Dates: June 11-13, 2019
Class Size: Maximum of 18 students
Times: 9 am- 5 pm
Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA
This is a live, instructor-led course that covers the lifecycle aspects of Service Operation, including Service Operation principals, activities and technology considerations. It also gives an overview of the Service Operation Processes and Functions.
Additionally, the course looks at the interfaces between Service Operation and the other stages of the ITIL Service Lifecycle. The course is assignment-based, with a strong emphasis on practical coursework, working as individuals and in teams.
The aim of the course is to improve the way any organization delivers the ITIL service lifecycle. It will increase the knowledge and understanding of terminology, processes, activities and roles. It provides a detailed exploration of organizational and human aspects of ITIL, such as team functions and departmental operations, and provides the opportunity to sit the ITIL Lifecycle Examination in Service Operation.
Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:
In addition the training will include examination preparation, including a mock examination opportunity.
Introduction to Service Operation
Service Operation Principles
Service Operation Processes
Common Service Operation Activities
Organizing for Service Operation
Implementation of Service Operation
Challenges, Critical Success Factors and Risks Summary, Exam Preparation and Directed Studies
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, and IT security managers 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.
This course syllabus may also be of interest to:
To be eligible for this ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:
To be eligible for the ITIL Expert Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:
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