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ITIL® Intermediate

Course Description

This 3-day course immerses learners in the overall concepts, processes, policies and methods associated with the Service Operation phase of the Service Life cycle. The course covers the management and control of the activities and techniques within the Service Operation stage, but not the detail of each of the supporting processes. This course is designed using an engaging scenario-based approach to learning the core disciplines of the ITIL® best practice and positions the student to successfully complete the associated exam.

Course Outline

  • * Introduction to Service Operation
  • * Service Operation Principles
  • * Service Operation Processes
  • * Service Operation Technology related activities
  • * Organizing Service Operation
  • * Technology Considerations
  • * Implementation Considerations
  • * Exam Preparation / Mock Exam
  • * Exam 

Target Group

  • *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 who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • *IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • *Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • *Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • *A typical role includes (but is not restricted 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.

Pre-requisite

  • * Hold an ITIL v3 Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate
  • * There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Course Duration

3 Days

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