ITIL® 2011: Intermediate combined – Service Operation (SO) and Service Transition (ST)

  • Duration 5 DAYS
  • Regular fee 3 760
  • Preferential fee 3 195?
  • Locations
    • Montreal


To provide the knowledge and skills required to describe the concepts, processes and their objectives, roles and functions related to the implementation of IT service transition and IT service operation. Participants will be given the opportunity to put ITIL® principles into practice and will be prepared to put the skills they have acquired to use in order to confidently write both APMG exams.

Targeted audience

Managers and personnel involved in implementing any IT service transition and IT service operation process.


ITIL® 2011 Foundation Certification, ITIL®V3 Foundation Certification, or having passed the V2 to V3 upgrade exam. It is also strongly recommended that participants read key ITIL publications on service lifecycles, particularly "Service Transition" (2011 Edition) and "Service Operation" (2011 Edition) before taking certification training.


  • Introduction to service transition and operation
  • Principles of service transition and operation
  • The processes involved in transition and operation of services and activities:
  • Planning for and supporting transition
  • Change management
  • Service asset and configuration management
  • Validation and testing
  • Change assessment
  • Knowledge management
  • Event management
  • Incident management
  • Request management
  • Access management
  • Problem management
  • Duties:
  • Service center
  • Technical management
  • Application management
  • Computer operations management
  • Service operation – organization
  • Each discipline will be examined while concentrating on the following aspects:
  • Goals and objectives of disciplines
  • Basic concepts
  • Process model and activities
  • Values of the process
  • Roles and responsibilities
  • Key metrics, challenges, critical success factors and risks
  • Challenges, critical success factors and risks
  • Technological considerations
  • Service transition and operation - implementation
  • Challenges, critical success factors and risks
  • Exam preparation
  • Service Transition and Service Operation exams

Material Note

The training material is based on the AXELOS syllabus: -The ITIL Intermediate Qualification l Service Transition Certificate_v5.3 Live -The ITIL Intermediate Qualification l Service Operation Certificate_v5.4 Live -This course is given in French by a bilingual trainer using English training material.

Exam Note

Practice exams: Practice exams provided by AXELOS will be distributed to participants in order to help them prepare for the certification exams. The certification exams will be given in English.

Legal Note

“ITIL® is a registered trade mark of AXELOS Limited.” “IT Infrastructure Library ® is a registered trade mark of AXELOS Limited.” "The Swirl logo™ is a trade mark of AXELOS Limited.” "Accredited ITIL® training is provided by Qualiti7 International, a LCS Accredited Training Organisation."


*Unless stated otherwise, all sessions are in French.
  • Montreal

    December 3 to December 7 2018

Trainer(s) assigned(s)

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