ITIL Service Operation

ITIL Service Operation Certificate

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Overview

The ITIL Intermediate Qualification: Service Operation Certificate is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL Service Operation publication.

Target Audience

The main target group 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 security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.

The course syllabus covers the management and control of the activities and techniques within Service Operation, but not the detail of each of the supporting processes.

This course syllabus may also be of interest to:

  • Individuals who require a 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
  • IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite

Learning Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organising Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks

In addition the training for this certification should include examination preparation, including a mock examination opportunity.

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management, which shall be presented as documentary evidence to gain admission.

Eligibility for Examination

To be eligible for the ITIL Intermediate Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:
  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL Foundation Certificate in IT Service Management
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination

Learning Outcomes

Following the completion of this unit, the candidate will know:
  • The importance of Service Management as a Practice concept and Service Operation Principals, Purpose and Objective
  • How all processes in ITIL Service Operations interact with other Service Lifecycle processes
  • The sub-processes, activities, methods and functions used in each of the ITIL Service Operation processes
  • The roles and responsibilities within ITIL Service Operation and the activities and functions to achieve operational excellence
  • How to measure ITIL Service Operations
  • Technology and implementation considerations surrounding ITIL Service Operation
  • Challenges, Critical Success Factors and Risks associated to ITIL Service Operation

ITIL Service Operation Certificate Training Options

5 ITIL Qualification Credits

ITIL Lifecycle Specialist Gold Package

Provides an accelerated route to qualifying in one of the ITIL Lifecycle disciplines. This blended programme combines ITIL Foundation e-learning including examination with your chosen classroom workshop from the 5 available 3-day Lifecycle workshops.

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11 ITIL Qualification Credits

ITIL Service Manager Package

This blended programme combines ITIL Foundation e-learning including examination with the 3 core intermediate lifecycle 3-day modules of Service Design, Service Transition and Service Operation. Candidates will take 4 examinations and will gain 11 credits towards the ITIL Expert qualification.

Single User Gold Pack Request a Corporate Quote

3 ITIL Qualification Credits

3-Day ITIL Intermediate Qualification in Service Transition

The course builds on the general principles covered as part of the ITIL Foundation course. It covers the lifecycle aspects of Service Transition and covers the management and control of the activities and techniques within the Service Transition stage of the lifecycle but not the detail of each of the supporting processes (which are covered in detail in the capability courses). Additionally the course looks at the concept of Service Transition as a practice and at the interfaces between Service Transition 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.

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