ITIL® Service Operation Online (90 Days) Training Course

Understand The Processes Required To Deliver & Support Live Services To The Business

Proctored Exam

90 Days Access

£639 (Excl. VAT)€735 (Excl. VAT)$799 (Excl. VAT)

Introduction

Our ITIL® Service Operation course focuses on how to deliver value to customers and users by managing the operation of services. Our online course will help you to understand the processes and functions needed to keep IT services up and running in the most efficient manner, including Incident, Problem and Event Management.

Payment Details

Full payment is required before your elearning order can be processed. Once payment has been confirmed, the elearning order will be passed to our administration department for set-up and processing.

Access to Your E-Learning

A personal login for our Learning Management System will be created for you and you will receive an email containing details of the URL, username and password.

Please Note

* Depending on when the initial order is taken, it may take up to 48 hours to process.
* Your course access time will only trigger and commence when you first log in.

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

Description

Our ITIL® Service Operation course is one of the five Lifecycle phase courses that builds on the knowledge gained from the ITIL® Foundation Certificate.

Our ITIL® Service Operation course also explains how operations staff should be involved in processes which have their home in other parts of the Service Management Lifecycle, such as Service Level Management.

About the Course

Our ITIL® Service Operation course contains 11 easy to absorb lessons covering ITIL® terminology, structure, concepts and processes.

Who Should Attend

If you are an individual who requires a more detailed understanding of the ITIL® Service Operation phase of the ITIL® core Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation
Are an IT professional working in or about to start in a Service Operation environment and need an understanding of the concepts, processes, functions and activities involved.
Are an individual seeking the ITIL® Expert in IT Service Management for which this qualification is one of the prerequisite modules
Are an individual seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
Are in one of the following IT professions or areas: Release Manager Security Administrator Applications Support IT Operations Manager Database Administrator Problem Manager Service Desk and Incident Manager Network Support Security Manager

Materials Provided

ITIL® Service Operation Online (90 Days) Includes:

Videos
Quizzes
Exercises
Study guides
Official Syllabus
Sample exam

Your access duration time starts as soon as you access the course, or after 28 days - whichever is sooner.

Organisational Benefits

Through understanding Service Operation, the IT teams can deliver a consistently high standard in the running of IT Services. From the customer's point of view, that means they are able to completely rely on the IT services to help them achieve their desired results. From the IT team's perspective, consistently good service delivery means less fire-fighting leading to the ability to take a more proactive approach to service delivery.

Individual Benefits

You will gain an understanding of how to be a more effective – and therefore more valued - team member through the use and understanding of Service Operation processes. Medium to long term you may gain other benefits such as a promotion within your own organisation or other opportunities to advance your career!

Technical Requirements

WINDOWS

Screen Resolution: 1020 x 768 or above
Network/Internet Connection: 4Mb (megabits) or above
Windows XP or higher
Microsoft Internet Explorer 6+
Firefox 3+
Safari 4+

MAC

Screen resolution: 1020 x 768 or above
Network/Internet connection: 4Mb (megabits) or above
Mac OS X 10 or higher
Firefox 3+
Safari 4+

Adobe Flash Player 10+

Compatible speakers/headphones.

We suggest the use of the Firefox web browser for the best educational experience.

To take your web based exam, you will need a computer with a webcam, a microphone and a reliable internet connection.

You will also need administrator rights to install the software that will be used to monitor the exam session.

You will also need photo identification (passport, government ID or equivalent). If your exam includes a document to be printed (for example ITIL Managing Across the Lifecycle case study), the printer will need to be in the room where you take the exam.

Please note, in addition to your webcam, some examination institutes will require you to have a small mirror or reflective surface. The proctor will ask you to hold this up to show that there is nothing attached to the webcam or laptop itself.

For a successful exam, you will need:

	MINIMUM	RECOMMENDED
Web Camera	640×480 resolution	1280×720 resolution
PC Users	Windows XP	Windows 7
Mac Users	Mac OS X or higher	Mac OS X 10.7 Lion
Internet Download Speed	.768 Mbps	1.5Mbps
Internet Upload Speed	.384 Mbps	1.5Mbps
RAM	1024MB	2GB

Acceptable browsers are:

Google Chrome
Mozilla Firefox
Safari
Internet Explorer 7, 8, 9, 10
Adobe Flash Player and Shockwave must also be installed before you begin the exam.

Prerequisites

You are required to have completed the ITIL® Foundation (V3 or 2011 edition) Certificate in IT Service Management.

Please Note: Axelos requires evidence of this certificate. In order to book the online course and exam you must provide an e-copy of your ITIL® Foundation Certificate - Please ensure you forward this to your Account Manager so we are able to order your online course and examination without delay.

Prereading

It is not compulsory but it is recommended that you purchase the following volumes:

ITIL® Service Strategy
ITIL® Service Design
ITIL® Service Transition
ITIL® Service Operation
ITIL® Continual Service Improvement

The latest ITIL® Core Volumes can be purchased through Purple Griffon for £85 per volume or £299 for the complete set of 5 volumes.

Exam Overview

Exam Duration: 90 minutes

Exam Format: Closed book, multiple choice

Exam Delivery: Online, webcam proctored

Exam Pass Mark: 70% (28/40 marks across 8 questions)

Exam Value: 3 ITIL® credits

Exam Type

Proctored Exam

Professional Development Units - PDU's

Our ITIL® Service Operation course provides you with 3 Credits towards the ITIL® Expert qualification.

Qualifications

ITIL® Service Operation Certificate

Next Steps

Contact one of our helpful Account Managers who will be able to assist you in deciding your next steps – whether this is sitting another Lifecycle course or a Capability or Specialist course.

Conclusion

By achieving a pass mark in the ITIL® Service Operation exam, you will be awarded 3 points towards your ITIL® Credit Score, with a total of 22 points being required in order to be awarded the ITIL® Expert certification.