This Intermediate level course is part of the ITIL certification program. The Foundation level course is a mandatory requirement for all other levels within the certification scheme.
ITIL Intermediate Qualification: Service Operation certificate
Review of Service Operation processes and their associated roles, responsibilities, challenges, risks and critical success factors, including:
- Incident Management
- Problem Management
- Request Fulfillment
- Event Management
- Access Management
Review of core Service Operation activities, including:
- Monitoring and Control
- Mainframe Management
- Server Management and Support
- Network Management
- Database Management
- Desktop Support
- Internet/Web Management
- Facilities and Datacenter Management
Interaction of Service Operation processes with other Service Lifecycle processes
Mapping of Service Operation functions to roles, responsibilities and activities
Technology and implementation considerations for Service Operations
CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, and any IT professional involved in day-to-day IT operations.
Candidates must hold the ITIL Foundation Certificate in IT Service Management, attained through either the ITIL IT Service Management Essentials (V2) plus the ITIL V2-V3 Foundations Bridging Course or the ITIL V3 or 2011 edition Foundations course. Your certificate must be presented as documentary evidence to gain admission to this course.