TI121

ITIL® 2011 Intermediate – Service Operation (SO)

  • Duration 3 days
  • Regular fee 2 395
  • Preferential fee 2 095?
  • Locations
    • Montreal
    • Quebec City
    • Gatineau

Accreditation and partners association

  • Project Management Institute 24 PDU
Parcours

Formation path :

IT Service Management Training Paths

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SUMMARY
DETAILS

Objectives

To provide the knowledge and skills required to describe the concepts, processes, policies and methods related to IT service operation management. 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 successfully pass the APMG exam.

Targeted audience

Managers and personnel involved in implementing IT service operation processes or any of its related disciplines, such as the service center.

Prerequisite

ITIL® 2011 Foundation Certification or ITIL®V3 Foundation Certification (Course TI111) or having passed the upgrade exam from V2 to V3. It is also strongly recommended that candidates read the principal ITIL publications on the life cycle of services, and particularly "Service Transition" (2011 edition) before beginning the training for certification.

Special Note

The course schedule is from 8:30 AM to 5:30 PM. The course is provided by Qualiti7, Accredited Training Organisations (ATOs) by APMG International.

  • Reference book: "Service Operation", by OGC (not included in the course fees). The book is available on the itSMF site. The cost is $170 for the French edition (2007), and $155 for the original English edition (2011)
  • Maximum class size: 18 Course length: 24 hours + preparation for the exam, and the final exam
  • Hours of additional preparation recommended: 12
  • Number of ITIL® V3 credits: 3

Content

  • Introduction to service operation
  • Principles of service operation
  • Service operation processes and activities:
  • Event management
  • Incident management
  • Request management
  • Access management
  • Problem management
  • Duties:
  • Service center
  • Technical management
  • Application management
  • Computer operations management
  • Service operation - organization
  • Technological considerations
  • Service operation - implementation
  • Challenges, critical factors for success, and risks involved
  • Each discipline will be examined with a focus on the following aspects:
  • Goals and objectives
  • Basic concepts
  • Process model and activities
  • The values of the process
  • Roles and responsibilities
  • Key metrics, challenges, critical success factors and risks
  • Preparation for the exam
  • Exam

Material Note

The training material is based on the APMG syllabus: The ITIL Intermediate Qualification l Service Operation Certificate_v5.4 Live.

Exam Note

Practice exams provided by APMG will be distributed to participants in order to help them prepare for the certification exam. The exam is in English, as it has not yet been translated by APMG.

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."

DATES*

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

    May 8 to May 10 2017

  • Quebec City

    June 14 to June 16 2017

  • Gatineau

    July 10 to July 12 2017

Trainer(s) assigned(s)

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