This course is a four-day classroom training relevant for professionals who play a role in developing, implementing and managing IT service quality in order to deliver business value.
This course is a free-standing qualification and is also part of the ITIL® intermediate lifecycle stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.
The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL® Service Operation publication. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course.
At the end of the four-day classroom training, the certification exam may be taken.
The ITIL® Service Operation certificate is awarded to candidates passing the examination. Participants will also earn 28 Project Management Institute (PMI) Professional Development Units upon course completion.
COURSE OUTLINE
LEARNING OUTCOME
This course and qualification provides a complete management level overview of service operation including all its related activities. Candidates can expect to gain key competencies related to this certification.
EXAMINATION
The examination duration is 90 minutes and is a closed book paper containing 8 scenario based gradient scored MCQ (multiple choice questions). Each question will have 4 possible answer options, one 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.
A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.
TARGET AUDIENCE
This course aims at those Service Desk team leaders, supervisors and managers, IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who are involved in the developing, designing, managing and delivering of IT Services within the organization.
Pre-requisite
Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management that must be presented as documentary evidence to gain admission.
Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:
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