ITILĀ® Intermediate Lifecycle - Service Operations

 4 Days
Delivery Methods
 VILT    Private Group

The ITIL Intermediate certificate in Service Operation (SO) is a course that can be run over three or four days (depending upon the requirements of the training group). Delegates attending this course will gain a comprehensive understanding of ITIL Service Management as it applies to the Service Operation phase of the Service Lifecycle, aligned to the current version, ITIL: 2011. Delegates will also prepare for a 90 minute, complex multiple-choice examination. The course consists of lectures, detailed group exercises, discussions, examination technique training, and mock examinations. NOTE: This course will earn you 28 PDUs.


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Who Should Attend

Delegates attending this course must have successfully achieved the ITIL: 2011 Service Management Foundation Qualification; your certificate must be presented as documentary evidence to gain admission to this course. Although there is no mandatory requirement, ideally candidates should have at least two years professional experience working in IT Service Management. The Service Operation Qualification would most likely suit the following candidates: -Chief Information Officers -Chief Technology Officers -General IT Management -Supervisor staff -Team leaders -Designers -Architects -Planners -IT consultants -IT audit managers -IT security managers -IT professionals involved in continual service improvement The above list is a suggestion only; individuals may wish to attend based on their own career aspirations, personal goals or objectives. Delegates may take as few or as many Intermediate qualifications as they require, and to suit their needs.

Course Objectives

    The purpose of the ITIL Intermediate certificate in Service Operation is to certify that the delegate has gained a thorough and detailed knowledge of operational principles, advanced concepts, and has comprehended the essential management requirements for practices in this phase of the Service Management Lifecycle. When the delegate has completed this course, they should be confident in their ability to approach core operational activities, such as: -Improve the organization's business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment -Establish enterprise IT operations and monitoring practices to assure successful IT service delivery -Stabilize steady state and lights-on practices by integrating Events to Incident and Problem Management -Improve Service Desk performance by implementing end-to-end ownership of Incidents -Assure that the promise of the implemented services are meeting the needs of the customers -Move from reactive operations to proactive management by assuring support processes adhere to defined policies -Understand how the traditional functions of IT Management play multiple critical roles across various IT processes -Assure the type and amount of application and technical resources are available when needed


1 - Processes and support tools that provide an end-to-end view of Service Operation
2 - An overall view that facilitates detection of threats or failures to service quality
3 - Review of Service Strategy processes including: Incident Management, Problem Management, Request Fulfilment, Event Management, and Access Management
4 - Review of core Service Operation activities, including: Monitoring and Control, Mainframe Management, Server Management and Support, Network Management, Database Management, Desktop Support, Internet/Web Management, Facilities and Data Centre Managem
5 - Interaction of Service Operation processes with other Service Lifecycle processes
6 - Mapping of Service Operation functions to roles, responsibilities and activities