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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.

Course Outline
What Makes This Course Unique
Our unique use of IT service management tools to demonstrate how processes work accelerates the knowledge transfer to the participant. We have created a learning experience that is both exhilarating and enjoyable and based on disciplines learned in executive development programs, underpinned by the total quality management, and an in-depth knowledge of IT provisioning.

Target Audience
  • 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.
  • This course syllabus 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 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 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
Course overview

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 Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organizing 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.            

Eligibility for the exam:

To be eligible for the ITIL Expert Qualification: Service Operation examination, the candidate must have fulfilled 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 

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the bridging certificate

It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination

Exam format

Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)

Supervised: Yes
Open Book: No
Pass Score: 28/40 or 70%
Distinction Score: TBC 
Delivery Online or Paper Based Examination

Trainer Competence:

This syllabus can only be delivered to target groups by an accredited training provider and trainer.
Our course meets the following qualifications:
Accredited Training Organization
Mountainview is registered and in good standing with the Official Accreditor
ITIL V3 SO Certification
Our Instructors have a valid certificate issued by an accredited Examination Institute
ITIL V3 Expert Certification
Our Instructors have a valid certificate issued by an accredited Examination Institute            

ITIL V3 Qualification Scheme

Intermediate Level

There are two streams in the Intermediate level. Both assess an individual's ability to analyze and apply the concepts of ITIL. Candidates are able to take units from either of the Intermediate streams, to gain credits towards the Expert Level.

Intermediate Lifecycle Stream
This stream includes 5 individual certificates built around the five core OGC titles, as follows:

Service Strategy
Service Design
Service Transition
Service Operation, and
Continual Service Improvement.           

The focus of these modules is on the introduction and implementation of the specific Lifecycle phase, and coverage of the principles, processes and related activities
Intermediate Capability Stream

This stream includes 4 individual certificates loosely based on the V2 Clustered Practitioner qualifications, but broader in scope in line with the updated V3 content, focussing on detailed process implementation and management within cluster groupings:
Service Offerings and Agreements (SO&A). Subjects covered inc. Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management

Release, Control and Validation (RC&V)
. Subjects covered inc. Change, Release & Deployment, Validation & Testing, Service Asset & Configuration, Knowledge, Request Management and Service Evaluation

Planning, Protection and Optimization (PP&O)
. Subjects covered inc. Capacity, Availability, Continuity, Security, Demand and Risk Management.
Operational Support and Analysis (OS&A)
. Subjects covered inc. Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Ops and Application Management
ITIL Expert

To achieve the ITIL Expert in IT Service Management, candidates must successfully complete a number of Intermediate units in addition to the mandatory Foundation Level and the Managing Across the Lifecycle capstone course. This course brings together the full essence of a Lifecycle approach to Service Management, and consolidates the knowledge gained across the qualification scheme

€oeITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries€.
itSMF is registered to the IT Service Management Forum

Prerequisites & Certificates

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.

Certificates offered

Certificate of completion, certification exam included

Cancellation Policy
Cancellations less than 2 business weeks before the expected delivery date are eligible for a 50% refund, or a credit voucher will be provided for regularly scheduled courses (choice being that of the registrant). Credit Vouchers are transferable within the same company. Please send your cancellation notice to info@itplanit.com.
Map & Reviews
Itplanit Services Corp.
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Here are some reviews of the training vendor.
This course was very, very interesting due to the instructor. He was simple, gave good examples and made a few jokes. Also, being only 5 participants was a bonus for us as we were able to share our experiences in a timely manner.
Reviewed by 2016
I think there is too much material to cover in one session. It's a lot of information to absorb all at once.
Reviewed by 2013
The only thing I would add...if you know you don't have many participants, hands on practice would be great. I would like to have had more time applying what i learned in a diagram. Once I got back to my office...i didn't know how to move a shape and associated text together. I also would like to know where I can see all the shapes offered by visio instead of searching for the shape and not knowing what to call it?
Reviewed by 2013
The instructor was excellent. I was pleasantly surprised by how interesting she made a potentially dry subject appear. Non-stop, great snacks provided all day from ham/egg bagels for breakfast, muffins, Valentines chocolate, chips, popcorn, gumball machine, coffee, juices etc etc. Perfect location for me as it was 2 blocks from my office.
Reviewed by 2013
I had no problem with the instructor's technigues, methods or delivery of the course material. He made what was otherwise fairly dry material as interesting as he possible and augmented it with practical examples that the class could relate to. The training facility and staff were also comendable, however what can't be overlooked is the IT infrastructure. During the exam the problems with latency were so bad that it affected my ability to concentrate on the material. Prior to the exam I completed 2 practice exams on paper in 35 & 37 minutes respectively. Doing the exam online it took over 1.5 hrs because it would take between 30 & 60 sec to refresh the page and show the next question. At times when I attempted to go back and review quesgtions I had marked I found my original answer wasn't recorded & I'd have to answer the question a second time. By the end of 70 min I was so digruntled I couldn't wait to finish regardless of the end result. It may not seem fair to evaluate the favility in this manner, but as a student the outcome is the ultimate measurement of a training favility.
Reviewed by 2013
A very interesting course. Claude Gerin, our instructor, was excellent in making this a very interesting and learning experience. THANKS!
Reviewed by 2012

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