Who Knew ITIL Certification E-Learning This Quick and Easy Could Make You Look This Good.

“The Art of Service has dramatically changed the way we deliver employee training. We can now deliver more training at less cost to a wider audience in a shorter period of time.”

On-demand eLearning: Don’t pay over $ 3,000.00 for a 4 day class room based course – you’re out of touch with your work for 5 days and including the course fee: the costs are insurmountable – take the online learning option instead and study at your own pace.

Course Description:

The main focus of this course is on the Service Operation process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

This training is intended to enable the holders of the certificate to apply the practices in Service Operation of the Service Management Lifecycle.

Learning Objectives: At the end of this course, the learner will gain competencies in:

• Understanding Service Management as a Practice, Service Operation principles, purpose and objective
• Knowing the important role of Service Operation in service provision and understanding of how the in-scope processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Service operation processes
• The application of Service Operation processes, activities and functions to achieve operational excellence
• How to measure Service Operation performance
• The challenges, critical success factors and risks related with Service Operation
• The roles and responsibilities within these processes and the activities for supporting the Service Management Lifecycle
• Technology and implementation considerations surrounding Service Operation
• Challenges, critical success factors and risks associated with this module

• Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
• Individuals and / or operational staff who require a comprehensive practical understanding of the Service Operation processes and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Technical Management, IT Operations Management and Application Management
• IT professionals involved in IT Service Management implementation and improvement programs. A typical role includes (but is not restricted to): IT professionals, IT / business managers and IT / business process owners, IT practitioners.

• The establishment of a common language between the business and IT.
• Readiness for Service Operation implementation and maintenance
• Consistency in support of IT Services.
• Staff better understand their role within the entire Service Lifecycle

• Access to presentation with trainer audio
• The Art of Service Service Operation Book
• Exercises + Answers (where applicable)
• Mock Exam questions

• Completion of the Service Operation course from an Accredited Training Provider (The Art of Service) is required to sit the exam.
• It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Operation book in preparation for the examination.
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
• Exam duration is a maximum 90 minutes (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)
• 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.
• Pass score is 28/40 or 70%