ITIL^® Intermediate Qualification:
Service Operation

What is this course about?

In this course, you learn how to plan, manage and optimise the service operation processes. Through lectures, assignments, practice exams and review sessions, you gain the knowledge to take the ITIL Intermediate Qualification: Service Operation Certification Exam.

Who will benefit from this course?

This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Service Operation Certificate. This course is also valuable for those who need a detailed understanding of the ITIL service operation phase of the ITIL core lifecycle.

Which ITIL processes are covered in this course?

The ITIL Service Operation Certificate syllabus covers the following topics:

• Introduction to service operation
• Service operation principles
• Service operation processes (event management, incident management, request fulfillment, problem management and access management)
• Common service operation activities
• Organising for service operation (including roles and responsibilities plus the functions of service desk, technical management, IT operations management and application management)
• Technology considerations
• Implementation of service operation
• Challenges, critical success factors and risks

What background do I need?

You must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert certificate achieved via a bridging route to attend this course and take the ITIL Certification Exam on the final day of class.

It is also recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service management as a practice. A basic IT literacy and around two years of IT experience are highly desirable.

Does this course count toward the ITIL Expert certification?

Yes. Once you achieve the ITIL Intermediate Qualification: Service Operation, you earn three credits toward the ITIL Expert certification. To achieve the ITIL Expert certification, you need to earn a minimum of 22 credits. See: http://www.itil-officialsite.com/qualifications/creditprofiler.aspx

How did the syllabus for this certification change for ITIL 2011?

The ITIL 2011 service operation syllabus has minor changes to the coverage required within each syllabus section and some minor changes to the recommended contact hours for each section. There are no changes to the processes and functions included in the syllabus or to the common service operation activities.

Has this course been updated to ITIL 2011?

Yes. This course has been updated to ITIL 2011.

What changes were made to the ITIL Service Operation book for ITIL 2011?

Process flows have been updated or added for all processes including request fulfillment, access management and event management. Key principles, including guidance around service requests and request models, and proactive problem management, have been clarified. The publication has been updated to explain how basic events flow into filters and rule engines to produce meaningful event information. The relationship between application management activities versus application development activities is also clarified. Other clarifications include an expanded section on problem analysis techniques, coverage of procedure flow for incident matching, and further guidance for escalating incidents to problem management. In addition, the guidelines for managing physical facilities has been expanded.

How much time is spent on each topic?

What's the difference between the Lifecycle and Capability certificates?

The Lifecycle and Capability certificates comprise the two streams, or branches, of the ITIL intermediate-level qualification scheme.

The Lifecycle stream-which includes the service strategy qualification-consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.

The Capability certificates, which are made up of four modules, are geared toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.

How much time do I have to take the exam and what's the pass score?

You have 90 minutes to complete the multiple-choice, scenario-based exam. You must correctly answer 70% of the answers to pass.

What is the relationship between Learning Tree, the APM Group (APMG) and the Cabinet Office?

Both Learning Tree and this course have been accredited by the APM Group. As an accredited training organisation (ATO), Learning Tree and its trainers have been approved to deliver this course and invigilate ITIL exams. APM Group is responsible for providing the examination papers, and marking and notifying Learning Tree of the results. The five ITIL core manuals are part of a suite of guidance developed and owned by the Cabinet Office aimed at helping organisations and individuals manage their projects, programs and services.

How does this course relate to other Learning Tree courses?

The following Learning Tree courses are part of the ITIL Lifecycle stream:

• 982, ITIL® Intermediate Qualification: Service Strategy
• 993, ITIL® Intermediate Qualification: Service Design
• 992, ITIL® Intermediate Qualification: Service Transition
• 994, ITIL® Intermediate Qualification: Continual Service Improvement

The following courses are part of the ITIL Capability stream:

• 995, ITIL® Intermediate Qualification: Operational Support and Analysis
• 997, ITIL® Intermediate Qualification: Planning, Protection and Optimization
• 996, ITIL® Intermediate Qualification: Release, Control and Validation
• 998, ITIL® Intermediate Qualification: Service Offerings and Agreements

These certification courses may also be of interest:

• 983, ITIL® Intermediate Qualification: Managing Across the Lifecycle
• 3801, Achieving Change Analyst Certification within ITIL® Service Management

If you're interested in identifying a structured and logical method for building an effective organisation that supports and complements ITIL best practices, you may be interested in the following non-certification course:

• 3811, Putting ITIL® into Practice: A Roadmap for Transformation

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