ITIL® Intermediate Service Operation

The 3-day course is an independent certification & also prepares the candidate for the Managing through the Lifecycle & ITIL® Expert certifications. It covers operational processes, functions, common activities, technology & implementation issues.

Course Outline

The Information Technology Infrastructure Library (ITIL®) has become the de-facto best practice standard for the provision of high quality IT services worldwide.  It provides guidance to customers of Information Technology services on what they should demand, and for IT organizations the various publications identify what should be provided and how to maximize efficiency and effectiveness.

The Office of the Government Commerce commissioned a program to review the best practice framework in 2005. The result was the launch of five core books in May 2007, referred to as ITIL® V3, for the practice of Service Management in Information Technology.

The 3-day ITIL® Intermediate Service Operation Course is an independent certification and also prepares the candidate for the Managing through the Lifecycle and ITIL® Expert certifications.  This course covers operational processes, functions, common activities, technology and implementation issues.

You will gain detailed knowledge of the contents of the ITIL® V3 Service Operation publication.  The lectures and exercises in this class will provide you with the information that you need and practice in applying the important principles of this certification.

During this class, we will explore the details of managing Operations in an Information Technology organization.  We'll discuss and practice Best Practice methodologies for ensuring that all of the operational activities that make up an IT Operations group meet Service Level Agreements, carry out routine maintenance and communications, and embed the principles of Continuous Improvement.

The partner Capability course, Service Operational Analysis, provides more detailed information on the design of Service Operation activities to ensure that they support the overall Service Lifecycle.

LEARNING OBJECTIVES
Participants will gain practical skills in the following areas:

•     Leading discussions on Service Operations
•     Service Operation Principles
•     Service Operation Processes
•     Common Service Operation Activities
•     Organizing Service Operations
•     Service Operation Functions
•     Service Operation technology related activities
•     Implementing Service Operations
•     Understanding and analyzing Challenges, Critical Success Factors and Risks

WHO SHOULD ATTEND
The ITIL® Intermediate Service Operation course is appropriate for individuals who:

•     Would like to enhance the delivery of IT Service Provision within their organization.
•     Require a detailed understanding of ITIL Service Operations.
•     Are working in, or about to enter, an IT Service Operation environment.
•     Would like to enhance the delivery of IT Services
•     Are seeking an ITIL® Expert certification in order to gain the benefits of ITIL® principles throughout their organization.
•     Are seeking an ITIL® Advanced Level certification.

EXAMINATION
At the end of the course, participants’ will write the ITIL® V3 Service Operation examination on which delegates are required to score 70% to be awarded ITIL® V3 Service Operation Certificate.

MATERIALS
You will receive a course binder containing copies of presentation slides, case studies, exercises, suggested solutions and practice exams.

WHAT YOU WILL LEARN
The Lifecycle Phase: Service Operation
    Key Principles in Service Operation
    Communications
    Technology
    Organization
    Implementation

Processes in Service Operation
    Event Management
    Incident Management  
    Request Fulfillment

Processes in Service Operation Cont`d
    Access Management
    Problem Management

Functions in Service Operation
    Technical Management
    Applications Management
    IT Operations Management including IT Operations Control and Facilities Management

Wrap up, Mock and Exam

Additional Details

Pre-Requisites

This qualification is only available to candidates who hold the V3 Foundation or Foundation Bridge Certificate in IT Service Management.

Certificates offered

Cancellation Policy

A 20% cancellation fee applies for cancellations received up to fourteen (14) business days before the course. Any cancellation up to five (5) business days before the course is subject to the entire course fee, which you may apply toward a future course for a one year period (subject to availability). The course fee is non-transferrable and non refundable five (5) business days prior to the scheduled delivery date.

Please note that if you do not cancel and do not attend, you will still be responsible for payment. Substitutions may be made at any time. If Procept finds it necessary to cancel a course due to low enrolment, a full refund will be made. Procept will not be responsible for participant's expenses.

Map & Reviews

Procept Associates
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WaterPark Place
20 Bay Street
Toronto, Ontario
Canada   M5J 2N8

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