ITIL® Version 3 – Service Operation

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of ST concepts within
the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.

The ITIL® Intermediate Qualification: Service Transition Certificate is a free-standing
qualification, but is also part of the ITIL® Intermediate Lifecycle stream,
and one of the modules that leads to the ITIL® Expert 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 and design as documented in the ITIL® Service Design publication.

Note: The success in achieving this certification is highly dependent
upon participants’ effort in doing their homework, and self-study before and during
the program. Therefore, it is highly recommended that courseparticipants purchase
the appropriate OGC publication to complete at a minimum 21 hours of personal study
by reviewing the syllabus and the pertinent areas of the ITIL® Service Management
Practice core guidance, in particular Service Transition publication.

Duration This program is offered over a 3-day period where it combines
theoretical and hands-on knowledge transfer, including individual and group practical
exercises. The Minimum number of students per session is 6 where the maximum is
16.

• This three (3) days classroom training course with examination held on the afternoon
  of the 3rd day is accredited by both LCS and EXIN examinations institutes
• The course includes approximately 21 hours of student-instructor interaction, a
  sample and a formal examination
• The format of the examination consists of a closed book paper of 8 multiple choice
  complex questions, to be answered within 90 minutes. (Candidates sitting the examination
  in English and who do not have English as their first language will be allowed additional
  30 minutes to allow use of a dictionary). The pass mark will be 70% or more – 28
  or more correct answers

Content & Objectives Through a series of lectures designed
at achieving a clear understanding of the ITIL Best Practice lifecycle approach
and through various exercises, assignments and discussions, participants will gain
the necessary knowledge enabling them to capture:

• Service Operations Principals
• Service Operation Processes
• Common Service Operation Activities
• Organizing Service Operation: Functions
• Technology Considerations
• Implementation Considerations
• Challenges, Critical Success Factors and Risks

Audience

• The target group of the ITIL Expert Qualification Service Operation is:
• Individuals who require a deep understanding of ITSM/ITIL Service Operation phase
  and its related processes and how it may be used to enhance the quality of IT service
  support within an organization
• IT professionals that are working within an organization that has adopted and adapted
  ITIL who need to contribute to an ongoing service improvement program This may include
  but is not limited to, CIOs, CTOs, managers, supervisory staff, team leaders, designers,
  architects, planners, IT consultants, IT audit managers, IT security managers, service
  test managers and ITSM, trainers, business managers and business process owners

Prerequisites Candidates wishing to be trained and examined for
this qualification must already hold the ITIL® Foundation Certificate in IT
Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)
which shall be presented as documentary evidence to gain admission.

Additionally, to be eligible for the ITIL® Intermediate: Service Transition
Qualification, candidates shall fulfill the following requirements:

• At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited
  Training Organization (ATO) or an accredited e-learning solution) for this syllabus,
  as part of a formal, approved training course/scheme
• It is recommended that students should complete at least 21 hours of personal study
  by reviewing the syllabus and the Service Transition publication in preparation
  for the examination
• There is no minimum requirement but a basic IT literacy and around 2 years IT experience
  are highly desirable

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• Syllabus document
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Material We provide the students with
real life experiences; we use the client organization as “Case study” example for
the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

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“IT Infrastructure Library® is a registered trade mark of the Cabinet Office”

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