Class Outline*

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ITIL v3 Service Operation (EXIN Accredited)

Duration:
3 Days

Overview:
The intermediate level ITIL® v3 (version 3) Service Lifecycle module "Service Operation" offers candidates the ability to specialize in one of the five stages of the Service Lifecycle.  This compact three-day training includes an optional exam.  Passing this exam adds three credits towards the 22 required credits to enter the advanced level in IT Service Management certification based on ITIL v3.  Each module of the Lifecycle series covers an introduction to the Service Lifecycle, the principles, processes, functions, and activities within that stage of the ITIL Service Management Lifecycle, along with technology and implementation considerations.

During this three-day instructor-led course, participants will obtain in-depth knowledge of the Lifecycle Module Service Operation according to ITIL version 3.  Interactive lessons and discussions prepare participants for the optional ITIL v3 Lifecycle Module Service Operation exam.  About 20% of the overall duration consists of practical assignments or exercises to reinforce knowledge learning.

Certification:

This course prepares the participant for the official ITIL v3 Lifecycle Module Service Operation exam (optional).  Participants who wish to take the exam are prepared through a test exam and instructor feedback.  The exam is a complex multiple-choice, multi-part, scenario-based test for which 90 minutes is allowed to complete it.  Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary.  Gradient scoring will be the marking method.  In this method, questions are graded as follows:

• One option is most correct and will receive the most marks.
• One option is partially correct and will receive slightly fewer marks than the most-correct option.
• One option is least correct and will receive the fewest marks.
• One option is incorrect and will receive no marks.

Students who pass the exam will receive the ITIL v3 Lifecycle Module Service Operation Certificate in IT Service Management.

Objectives:

Upon successful completion of the course, candidates can expect to have gained competencies in the following:

• Introduction to Service Operation
• Service Operations principals
• Service Operation processes
• Service Operation activities
• Organizing Service Operation, specifically functions
• Technology considerations
• Implementation considerations

Audience:

ITIL v3 Lifecycle Module Service Operation is targeted toward existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and understanding of the Service Operation stage of the ITIL v3 Service Lifecycle.  Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn three credits by passing the optional exam.

Prerequisites:

ITIL v3 Foundation Certificate or v2-to-v3 bridge equivalent is required.