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3 days

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in ITIL ® Foundation Certificate which shall be presented as documentary evidence to gain admission.

Course Objectives
The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle.
Individuals who require a detailed 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.
IT professionals working within or about to enter a Service Operation environment and requiring an understanding of the concepts, processes, functions and activities involved.
Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules. Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.

Method of Delivery
Course material will be provided in advance to all interested and eligible candidates if they wish to appear for the Exam immediately after the course.
Classroom presentation
Presentation slides with the help of White Board.
The method of delivery is highly interactive and designed to present the information in memorable and manageable segments.
Each delegate/candidate will receive a comprehensive course handout containing all of the course slides and relevant supporting documentation.
Throughout the course, delegate’s understanding of the material will be tested through the use of interactive discussion and mock exam(s).
Course Time
09:00 Hrs to 17:30 Hrs

Course Outline

Day One

Morning Session
Introduction to Service Operation
Service Operation Principles
Service Operation Processes
Event Management
Incident Management

Afternoon Session
Request Fulfilment
Problem Management
Access Management
Discussion and review of Day One

Day Two

Morning Session
The operational activities of processes covered in other Lifecycle phases
Common Service Operation Activities

Afternoon Session
Service Desk
Technical Management
IT Operations Management
Application Management
Discussion and review of Day Two

Day Three

Morning Session
Roles and Responsibilities
Service Operation Organizational Structures
Technology Considerations
Implementation Considerations
Managing Change in Service Operations
Service Operation and Project Management
Assessing and Managing Risk in Service Operations
Operational Staff in Design and Transition
Planning and Implementing Service Management Technologies
Challenges, Critical SFs and Risks

Afternoon Session
Mock Exam
Prepare for Exam
ITIL Service Operation Certification Exam

ITIL Intermediate Capability Module Examination:

Eight (8) multiple choice, scenario-based, gradient scored questions. 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.
Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary) Pass score - 28/40 or 70%

Follow on Courses to enhance your knowledge further
ITIL Intermediate — Service Lifecycle and Service Capability Modules Managing Across the Lifecycle (MALC) module - If you have got relevant Credit Score to appear for this course.


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