Curso Detalhes

ITIL® 2011 edition 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 ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream
The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

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 application

Upon successfully achieving the ITIL Service Operation certificate, students earn 3 credits in the ITIL® qualification scheme. Project Management Institute –Professional Development Units (PDUs) = 28

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment

Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%
Exam Duration: 90 minutes

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