ITIL® 2011 Intermediate: Service Operation (SO)
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 Certificate in IT Service Management. 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. The course syllabus covers the management-level concepts and core information of the activities and techniques within service operation, but not specific details about each of the supporting processes..
Course and Learning Objectives:
This qualification provides a complete management-level overview of service operation including all its related activities.
You 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 operation principles
Service operation processes
Common service operation activities
Organizing for service operation: functions
Implementation of service operation
Challenges, critical success factors and risks.
Participants will learn the principles and core elements along with the activities and technology & implementation considerations within the Service Operation stage of the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Service Operation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The IPSC integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.
Course Student Material
Students will receive an ITIL 2011 Service Operation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.
ITIL 2011 Service Operation
Classroom, Virtual Classroom or Self-paced E-learning
Upon successfully achieving the ITIL 2011 Service Operation certificate, students will earn 3 credits in the ITIL 2011 qualification scheme.
Project Management Institute –Professional Development Units (PDUs) = 28
Chief information officers (CIOs), Chief technology officers (CTOs), IT Managers, operational staff, and anyone requiring a deeper knowledge of or who are involved in the Service Strategy cluster of processes and functions.
Prerequisites For Examination
To be eligible for the examination leading to the ITIL Service Operation Certificate, you must fulfil the following requirements:
Undertake at least 21 contact hours with an Accredited Training Organisation (ATO) or an accredited e-learning solution
Hold the ITIL Foundation Certificate in IT Service Management
About the Examination
Multiple choice, scenario-based, gradient scored questions
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Online or paper based
Exam Duration: 90 minutes
Open/Closed Book: Closed Book