ITIL Service Operation

Course contents

11 easy to absorb lessons

Study duration: 21 hours mandatory study, also 21 hours self-study with the Service Operation core volume is recommended

Topics included

• Introduction to Service Operation
• Service Operation processes:
• Incident Management
• Problem Management
• Request Fulfilment
• Access Management
• Event Management
• Service Operation Functions
• Service Desk
• Technical Management
• Application Management
• IT Operations Management
• Common Service Operation activities
• Organising for Service Operation
• Technology considerations
• Implementing Service Operation
• Challenges, critical success factors and risks
• Preparing for the exam

Pre-Requisites

• Delegates must hold the ITIL Foundation Certificate in IT Service Management (ITIL V3 or later, or ITIL V2 + the V2-V3 Foundation Bridge)
• 21 hours of study via an accredited training solution – confirmed by your course completion certificate
• 2 years IT experience is desirable
• 21 hours of self-study using the Service Operation core volume is recommended

Exam Details

• Exam duration: 90 minutes
• Exam format: closed book, multiple choice
• Exam delivery: online, webcam proctored.  Read about online exams here
• Exam pass mark: 70% (28/40 marks across 8 questions)
• Exam language: extra time is available for non-native English speakers.  Contact us for current translation availability
• Exam value: 3 ITIL credits
• Exam voucher is included in the price of the course
• Exams must be ordered and accessed within 6 months of purchase