ITIL V3 Service Lifecycle - Service Operation course

Objectif:

The aim of the course will be to give you a good understanding of the Service Operation phase as follows:
- To obtain knowledge on ITIL® concepts and terminology and enable delegates to understand the processes and activities involved in the Service Operation.
- To give a detailed management/business level 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.
- To explain the roles and justify the need of Service Operation in the Service Lifecycle.
- To prepare delegates for the ITIL® Lifecycle examination in Service Operation (which takes place as part of the course).

Pré-requis:

Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.
It is a prerequisite that delegates hold the ITIL® V3 Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Contenu:

- The main principles and objectives of Service Operation
- Challenges, Critical Success Factors and Risks
- Organizational issues concerned with Operation
- Technology considerations related to Service Operation
- The activities commonly performed in the Service Operation arena
- Assessing Critical Success Factors and Managing Risk in Service Operation

The course also covers the managerial and supervisory aspects of the ITIL processes covered in the Service Operation stage:
- Event Management
- Incident Management
- Request Fulfilment
- Problem Management
- Access Management

Examen(s) préparé(s)

The examination will consist of a complex multiple choice, closed book paper, to be completed within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or higher.
Successful candidates will be awarded 3 credits towards the ITIL® Expert qualification.

Support de cours:

En sus, CHF 150.-

Durée:

4 jour(s)

Prix:

2800.- CHF