ITIL® Service Operation Course

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  • The ITIL® Service Operation Lifecycle stream is targeted at delegates who will manage and implement ITIL processes. The Service Operation course covers principles and processes that allow service providers to maintain stable live services and support their customers and end users.

    What is included:

    • 3 days instructor led classroom training
    • Course material
    • Sample exams (2)
    • Certification exam (on 3rd day)

  • Course Outline

    • Introduction to Service Operation
    • Service Operation processes:
      • Incident Management
      • Problem Management
      • Request Fulfilment
      • Access Management
      • Event Management
    • Service Operation Functions
      • Service Desk
      • Technical Management
      • Application Management
      • IT Operations Management
    • Common Service Operation activities
    • Organising for Service Operation
    • Technology considerations
    • Implementing Service Operation
    • Challenges, critical success factors and risks
    • Preparing for the exam

  • Pre-Requisites

    • Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
    • 21 hours of study via an accredited training solution – confirmed by your course completion certificate
    • 2 years IT experience is desirable
    • 21 hours of self-study using the Service Design core volume is recommended

    • Exam duration: 90 minutes
    • Exam format: closed book, multiple choice
    • Exam pass mark: 70% (28/40 marks across 8 questions)
    • Exam language: extra time is available for non-native English speakers.  Contact us 
    • Exam value: 3 ITIL credits
  • The course is designed 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 Operation managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.

Upcoming courses

Course Name
Date & Time
Price
Location
Book Online

14/08/2017 - 16/08/2017 & 8:45 am - 5:00 pm
$2,499.00
Melbourne, Melbourne, VIC 3000 Australia

11/09/2017 - 13/09/2017 & 8:45 am - 5:00 pm
$2,499.00
Melbourne, Melbourne, VIC 3000 Australia

09/10/2017 - 11/10/2017 & 8:45 am - 5:00 pm
$2,499.00
Melbourne, Melbourne, VIC 3000 Australia

13/11/2017 - 15/11/2017 & 8:45 am - 5:00 pm
$2,499.00
Melbourne, Melbourne, VIC 3000 Australia

11/12/2017 - 13/12/2017 & 8:45 am - 5:00 pm
$0.00
Melbourne, Melbourne, VIC 3000 Australia

08/01/2018 - 10/01/2018 & 8:45 am - 5:00 pm
$0.00
Melbourne, Melbourne, VIC 3000 Australia

12/02/2018 - 14/02/2018 & 8:45 am - 5:00 pm
$0.00
Melbourne, Melbourne, VIC 3000 Australia

12/03/2018 - 14/03/2018 & 8:45 am - 5:00 pm
$0.00
Melbourne, Melbourne, VIC 3000 Australia

09/04/2018 - 11/04/2018 & 8:45 am - 5:00 pm
$0.00
Melbourne, Melbourne, VIC 3000 Australia

14/05/2018 - 16/05/2018 & 8:45 am - 5:00 pm
$0.00
Melbourne, Melbourne, VIC 3000 Australia