ITIL v3 Service Operation Lifecycle
Course Length: Three Days
Course Description:
ITIL Version 3 is comprised of five core publications: Service
Strategy, Service Design, Service Transition, Service Operations
and Continual Service Improvement, promoting alignment with the
business as well as improving operational efficiency. The
official ITILŪ v3 qualification scheme describes two streams,
the Service Lifecycle Stream and the Service Capability stream.
The Service Lifecycle stream focuses on ITIL V3 practices within
the Service Lifecycle context. The prime focus is the Lifecycle
itself as well as the use of process and practice elements used
within it.
The Service Capability stream is for those who wish to obtain an
in depth understanding of ITIL V3 processes and roles. Attention
to the Service Lifecycle is illustrated as part of the
curriculum but the primary focus is the on the process
activities, execution and use throughout the Service Lifecycle.
The ITILŪ v3 (version 3) SO (Service Operation) course is part
of the ITILŪ v3 Intermediate Lifecycle certification stream. The
course prepares candidates to take the ITILŪ v3 Service
Operation Intermediate exam as well as proving valuable
knowledge that can be implemented in the workplace.
Prerequisites:
An ITIL v3 Foundation certificate and preferably two years work
experience in an IT Service Management environment.
Target Audience:
CIOs, CTOs, managers, supervisory staff, team leaders,
designers, architects, planners, IT consultants, IT audit
managers and IT security managers and ITSM trainers who require
a detailed understanding of the ITIL Service Operation phase of
the ITIL core Lifecycle and the affected processes, functions
and activities and their applicatio
Course and Learning Objectives:
At the end of this course, you will learn:
• The term “Service Operation”, and how it fits in the overall
core ITIL Lifecycle
• The operational activities of processes covered in other
Lifecycle phases
• Service Operation Processes
• Organizational issues including: Functions, Groups, Teams,
Department and Divisions
• Service Operation Activities
• Service Operation Technology Considerations and Requirements
• Planning and Implementing Service Management Technologies
• Managing Change in Service Operations
• Challenges, Critical Success Factors and Risks
Course Approach:
Participants will learn the principles and core elements along
with the activities and technology & implementation
considerations within the Service Operation stage of the Service
Lifecycle. This lifecycle stage focuses on organizing and
maintaining the day-to-day Service Operation. An interactive
approach is used combining lecture, discussion and case study
experience to prepare participants for the ITIL v3 Intermediate
Service Operation certification exam as well as providing
valuable practical knowledge that can be rapidly applied in the
workplace. Quint Wellington Redwood’s integrated case study
deepens the participant’s appreciation of how ITIL best
practices can be applied in order to improve IT performance.
Practical assignments are used throughout the course to enhance
the learning experience.
About the Examination:
Exam Format:
Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Delivery: Online or paper based
Exam Duration: 90 minutes
Open/Closed Book: Closed Book
Credits:
Upon successfully achieving the ITIL v3 Service Operation
certificate, students earn 3 credits in the ITILŪ v3
qualification scheme.
Project Management Institute –Professional Development Units (PDUs)
= 28
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