Following the successful launch of ITIL® 4, with the higher modules from the Managing Professional and Strategic Leader streams establishing themselves in the market - AXELOS has taken the decision to stop offering the previous version of the World’s leading certification in IT Service Management, ITIL® V3, by the end of 2021.
There will be a phased approach to discontinuing the Foundation and Intermediate examinations to allow you enough time to complete your ITIL® V3 Intermediate level certifications, so you can accumulate enough credits to qualify for the Transition examination.
Please Note: The confirmed timings are as follows:
Our ITIL® Service Operation training course (SO) focuses on how you can deliver value to your customers and users by managing service operation processes and activities.
Our three-day Intermediate level Service Operation training course will help you to understand the IT Service Management (ITSM) processes and functions needed to keep IT services up and running in the most efficient and effective manner, including Incident, Problem, Access and Event Management plus Request Fulfilment process, plus the Service Desk. The training course will also explain how IT operations staff should be involved in processes which have their home in other parts of the ITSM Lifecycle, such as Change Management in Service Transition, and Service Level Management in Service Design.
The course concludes with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%).
You will be appropriately prepared for this by our ITIL® tutors throughout the course. Included in this preparation will be the opportunity to answer two practice exam papers, which will raise your confidence levels.
This training course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.
The ITIL® Service Operation intermediate certificate is one of the five ITIL® Lifecycle phases that build on the knowledge gained from the ITIL® Foundation certificate.
This Lifecycle phase is ideal for those who wish to seek, or currently hold, an operations management or support team leader role in your company.
The primary focus for this ITIL® Service Operation certification is to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers. Service Operation is also responsible for on-going management of the technology that is used to deliver and support services.
All of our ITSM (ITIL) tutors are experienced IT Service Management experts, and they will explain in detail the relevant aspects of Service Operation.
You will learn about the following topics:
The ITIL® Service Operation training course is applicable to those who:
As part of the ITIL® Service Operation Intermediate training course you will receive:
Organisational benefits gained through understanding IT Service Operation include:
As an individual you will benefit from:
Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience.
Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
Photographic ID is required for all exams, otherwise results will be withheld until proof has been provided.
It is not compulsory but it is recommended that you purchase the following volumes:
The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.
Please note that as of May 2015 PeopleCert requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate - please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.
The course ends with a 90 minute ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
The examination is taken on the afternoon of the 3rd day.
Our classroom based ITIL® Service Operation training course does not currently attract any Professional Development Units – PDU's.
The course does however give you 3 Credits towards the ITIL® Expert qualification.
This ITIL® Service Operation course will provide you with the details and key steps that are needed if you are directly involved in delivering live IT services, or if you simply need a better understanding of Operations issues.
By achieving a pass mark in this exam, you will be awarded a world recognised ITIL® qualification.
If you are aiming towards the ITIL® Expert certification you will also add 3 points to your ITIL® Credit Score, with a total of 22 points being required in order to be become an ITIL® Expert.
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