ITIL® V3 Lifecycle Certificate in Service Operations — A 3-Day Course
Course Synopsis
The course builds on the general principles covered as part of the ITIL® Foundation course. It covers the lifecycle aspects of Service Operation including - Service Operations 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.
Course Objectives
The purpose of the Service Operation course is to obtain knowledge on ITIL concepts and terminology. The course also examines organizational issues including functions, groups and teams, department operational health process structures that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
The course prepares delegates for the ITIL Lifecycle examination in Service Operation.
Intended Audience
The course is suitable for individuals who require a deeper understanding of the Service Operation stage of the Service Lifecycle. It offers a natural career development path for practitioner staff who already hold the ITIL V3 Foundation Certificate or equivalent.
Prerequisites
Before attending this course, students must have:
- ITIL V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.
- It is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
- It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination.
Examinations
The course forms part of the ITIL Intermediate qualification programme.
The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
Successful candidates will be awarded 3 credits towards the ITIL Expert qualification.
Publicly scheduled dates, locations, and prices
London — £995 (+VAT)
- 18–20 Aug 2010
- 23–25 Aug 2010
- 20–22 Sep 2010
- 22–24 Sep 2010
- 27–29 Sep 2010
- 18–20 Oct 2010
- 15–17 Nov 2010
- 22–24 Nov 2010
- 15–17 Dec 2010
- 5–7 Jan 2011
- 31 Jan–2 Feb 2011
- 4–6 Apr 2011
Wokingham — £995 (+VAT)
- 1–3 Sep 2010
- 21–23 Feb 2011
Bristol — £995 (+VAT)
- 1–3 Sep 2010
Warwick — £995 (+VAT)
- 22–24 Nov 2010
- 10–12 Jan 2011
- 4–6 Apr 2011
Coventry — £995 (+VAT)
- 11–13 Oct 2010
Birmingham — £995 (+VAT)
- 29 Nov–1 Dec 2010
Leicester — £995 (+VAT)
- 15–17 Sep 2010
- 8–10 Nov 2010
Manchester — £995 (+VAT)
- 22–24 Nov 2010
Leeds — £995 (+VAT)
- 23–25 Aug 2010
- 4–6 Oct 2010
- 19–21 Jan 2011
Sunderland — £995 (+VAT)
- 11–13 Oct 2010
Aberdeen — £995 (+VAT)
- 8–10 Nov 2010
Course Outline
Topics covered include:
The main principles and objectives of Service Operation
Challenges, Critical Success Factors and Risks
Organizational issues concerned with Functions, Groups, Teams, Department & Divisions
Achieving balance in Service Operations
Operational Health, Communication and Documentation
The activities commonly performed in the Service Operation arena
Improvement of Operational Activities
Implementation consideration
Managing Change in Service Operations
Service Operation and Project Management
Assessing & Managing Risk in Service Operations
Operational Staff in Design & Transition
Planning & Implementing Service Management Technologies
The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage:
