| Course Code: |
MQ 594 |
| Course Abstract: |
This course is intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and Service Restoration, Request Fulfillment, Problem Management and Root Cause Analysis, Access Management. We also cover the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management and the use of underpinning tools and technologies.
This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL® concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
ITIL Expert™:
Earn 3 credits of the 22 required to achieve the ITIL Expert Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
Participants will earn 22 contact hours or PDUs upon completion of this course. |
| Audience: |
This course is designed for individuals who are CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and 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 Lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization; 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™ in IT Service Management for which this qualification is one of the prerequisite modules; and individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert™ is a prerequisite. |
| Duration: |
3 days |
| Learning Outcomes: |
Upon completion of this course, the participant will be able to:
> Introduction to Service Operation
> Service Operations Principals
> Service Operation Processes
> Common Service Operation Activities
> Organizing Service Operation: Functions
> Technology Considerations
> Implementation Considerations Challenges, Critical Success Factors and Risks |
| Course Topics: |
The Service Operation exam is a very challenging test. Upon registration, learners will be provided a pre-course reading list. Learners will be expected to read the case study and process chapters from the appropriate ITIL® book - Service Operation - before the first class date...a minimum 21 hours of personal study. |
| Prerequisites: |
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course.
Learners must complete at least 21 hours of personal study by reviewing the Service Operation publication.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® V3 Intermediate Service Lifecycle Certificate: Service Operation. |