Duration: 3 Days
Pre-requisites: Possession of ITIL®V3 Foundation Certificates or ITIL® V2 Foundation plus Bridging Certificate. Please note – Delegates are required to complete 21 hours of pre course study prior to attending this course. Please spend this time re-familiarising yourself with the foundation level material as you will need this knowledge for the course you will be attending.

Course Overview:

The ITIL Service Operation Certificate Course is one of five lifecycle courses that fit into the intermediate stream for ITIL Version 3 certification. It is a free-standing qualification but it is also a module contributing to the ITIL Expert in IT Service Management Certificate.

This certification is aimed at people involved with the management and control of Service Operation and, as such, does not cover process details in great depth. (For that level of information see the ITIL Expert Qualification: Operational Support and Analysis Certificate).

The Service Operation Course provides information to enable delegates to gain competencies in:

Service Operations Principles
Service Operation Processes
Common Service Operation Activities
Organising Service Operation: Functions
Technology Considerations
Implementation Considerations
Challenges, Critical Success Factors and Risks

The program is targeted at:

Individuals who have attained the V3 ITIL Foundation certificate in Service Management, or the V3 Foundation Bridging certificate and who wish to advance to higher level ITIL certifications
Individuals who require a understanding of Service Operation and how it enhances the quality of IT service within an organisation
Anyone involved in the ongoing management, coordination or integration of operational activities within the Service Lifecycle

It is accredited by ISEB, and follows the syllabus specified by the APM Group.

Examination

The exam is gradient, scenario based multi-choice. There are 8 questions to be completed in 90 minutes. Each question will have 4 possible answer options, one of 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 pass mark is 28 marks from 40 (70%).