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ITSM Academy

ITIL Lifecycle Course: Service Operation - Accredited eLearning


ITIL Lifecycle Course: Service Operation - Accredited eLearning

** Course retires December 31 2021 and all exams must be sat prior to this date - No Exceptions. (please see below) ** Learner is set up within 8 business hours. Access begins at log-in or after 28 days from purchase – whichever is sooner.

Product Description

Please note that this version of ITIL 3 intermediate course along with the exam will be discontinued by AXELOS on January 1, 2022. After this date, learners will not be able to sit an ITIL v3 Service Operation exam. All exams need to be TAKEN prior to January 1, 2022. PeopleCert will not approve any exceptions. We recommend you request your exam by Friday, December 17th - or earlier.

Based on the Service Operation publication of the ITIL core library, this Lifecycle course holistically views Service Operation at a management level. It is this critical and highly visible stage that ensures the live environment continually meets (or exceeds) agreed service level requirements.  For IT service consumers, Service Operations is where "the rubber meets the road" and the worth of an organization’s Service Management program is determined.

This course explores the high level goals, objectives, processes, common activities and technologies needed to deliver and support high quality services. 

About the Accredited ITIL Lifecycle Course:

  • Study online at your own pace
  • Online access expires December 20, 2021 - Access starts as soon as you log-in, or after 28 days from purchase – whichever is sooner
  • Includes videos, quizzes, exercises, study guides and official syllabus and sample exams
  • Tutor support available via email

Learning Objectives: Upon successful completion learners will understand:

  • Service Operation principals, processes and common activites
  • Organizing Service Operation functions
  • Technology and implementation considerations
  • Challenges, critical success factors and risks

Audience: Anyone involved in managing Service Operation activities including:

  • Service Desk Managers
  • Incident and Problem Managers and process owners
  • Data Center and Monitoring Managers
  • Infrastructure Managers
  • Network Managers and Systems Administrators
  • Business and IT consultants involved in the high level implementation of Service Management processes
  • Individuals seeking to achieve the ITIL Master or ITIL Expert certification

Project Management Institute (PMI) Professional Development Units (PDUs):  ITSM Academy is recognized by PMI as a Global R.E.P. Project Management Professionals will earn 22 contact hours or PDUs upon completion of this course.

Course / Student Materials:

  • 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 include:

  • Introduction to Service Operation
  • Common Service Operation activities
  • Organizing for Service Operation
  • Technology considerations
  • Implementing Service Operation
  • Challenges, critical success factors and risks
  • Preparing for the exam
  • 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

Prerequisites:  The ITIL Foundation Certification in IT Service Management (Retired as of July 1 2021).

Exam & Certification:  Successfully passing (70%) the 90 minute exam, consisting of 8 complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Service Operation certificate.

Access starts as soon as you log-in, or after 28 days from purchase – whichever is sooner. Purchased extensions are made active from the original expiration date.

See the Terms of Use for technical requirements.

The ITIL courses on this page are offered by IT Training Zone Ltd. an ATO of AXELOS Limited

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