Service Operation (SO) · ate Certificate – Service Operation (SO). This is a free-standing qualification, but is also part of the ITIL Intermediate Lifecycle stream, and one of

Course contentThe purpose of the ITIL Intermediate certificate in Service Operation is to certify that the

delegate has gained a thorough and detailed knowledge of operational principles, ad-

vanced concepts, and has comprehended the essential management requirements for

practices in this phase of the Service Management Lifecycle. When the delegate has com-

pleted this course, they should be confident in their ability to approach core operational

activities, such as:

• Improve the organisations’ business value with knowledge and practical guidance on

how to establish the processes required to run stable day-to-day IT operations

• Establish enterprise IT operations and monitoring practices to assure successful IT

service delivery

• Stabilise steady state and lights-on practices by integrating Events to Incident and

Problem Management

• Improve Service Desk performance with end-to-end ownership of Incidents

• Assurance that implemented services are meeting the needs of the customers

• Move from reactive operations to proactive management by assuring support pro-

cesses adhere to defined policies

• Understand how the traditional functions of IT Management play multiple critical

roles across various IT processes

• Assure the type and amount of application and technical resources are available

when needed

Delegates will also prepare for and sit a 90 minute, complex multiple-choice examination.

The course consists of lectures, detailed group exercises, discussions, examination tech-

nique training, mock examinations and culminates in an invigilated exam on the final day.

This 4 day course leads to the ITIL Intermedi-

ate Certificate – Service Operation (SO). This 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: 2011

Expert Certificate. This course is designed for

those who require a deep understanding of Ser-

vice Operation disciplines, and how they may

be used to enhance the quality of IT services

within an organisation. The Service Operation

module will help you gain the knowledge, skills

and management techniques to coordinate ac-

tivities within this Lifecycle stage and develop

an understanding of how ITIL practices can cre-

ate a stable IT infrastructure that businesses can

rely on. Candidates will learn the activities, roles,

responsibilities, challenges, risks and critical suc-

cess factors for Service Operation disciplines.

Course profile

ITIL®: 2011Service Operation (SO)

www.syzygal.com | [email protected]® is a registered trade mark of AXELOS Limited. The Swirl logo™ is a trade mark of AXELOS

Limited. The Accredited Training Organisation logo is a trade mark of AXELOS Limited.

Who should attend this course?

With consultants placed world-wide, Syzygal is a provider of professional development

education, e-learning and consulting solutions. The foundation of our business model

is specialisation in the areas of IT Service Management, Enterprise Governance, Project

Management and IT Security Management. Our focus is on supporting and promoting

world-renowned, industry recognised frameworks and standards. In doing so we help

our clients develop world-class, business centric IT Services and business change envi-

ronments. With a global reach we can provide your organisation with innovative solutions

to help navigate your business to tangible and measurable improvements through direct

consultancy engagements or training and education services. Syzygal is a globally Accred-

ited Training Organisation and Accredited Courseware Provider; holding accreditations

with: APMG, EXIN, Loyalist, PEOPLECERT and PMI (REP number 4033).

Setting a new standard

Client-site and public training

Self paced on-line e-learning

Virtual instructor led training

www.syzygal.com | [email protected]

The Service Operation Qualification would most likely suit the

following candidates:

• CIOs, CTO and General IT Management

• Supervisory staff and team leaders

• Designers, Architects and Planners

• IT consultants

• IT audit managers

• IT security managers

• IT professionals involved in service operations ITIL is the most widely accepted approach to IT

service management in the world. ITIL provides

a cohesive set of best practice, drawn from the

public and private sectors internationally. IT

Service Management (ITSM) derives enormous

benefits from a best practice approach. Because

ITSM is driven both by technology and the huge

range of organisational environments in which

it operates, it is in a state of constant evolution.

Best practice, based on expert advice and input

from ITIL users is both current and practical,

combining the latest thinking with sound, com-

mon sense guidance. The qualifications scheme

provides a modular approach and is comprised

of a series of qualifications focused on different

aspects of ITIL Best Practice.

Why ITIL: 2011?