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What Can You Expect to Learn in the ITIL® V3 Service Operation Lifecycle Course?

Support on page with people sitting around table drinking coffeeThe ITIL® V3 Service Operation course is one of five modules in the Lifecycle Stream in the ITIL Intermediate Level. This 3-day course examines the overall concepts, processes, policies, and methodologies involved with the Service Operation phase of the ITIL Service Lifecycle.

By attending this course, students will receive an introduction to Service Operation as well as learn the importance of IT Service Management as a practice.  The ITIL V3 Service Operation course examines the principles, roles, and responsibilities in Service Operation.  The key Service Operation processes studied in this course include Incident Management, Problem Management, Request Fulfillment, Access Management, and Event Management.  In order for these processes to perform effectively and efficiently, Service Operation incorporates four main functions: the Service Desk, Application Management, Technical Management, and IT Operations Management.  Students will learn how processes in Service Operation interact with other processes in the Service Lifecycle. Other subject areas covered in the ITIL V3 Service Operation course include: Service Operation activities, how to measure Service Operation performance, how to organize Service Operation, technology and implementation considerations associated with Service Operation, and challenges, critical success factors, and risks related to Service Operation.  This course prepares students for the ITIL V3 Service Operation Certification exam.

This 90-minute, closed-book exam consists of 8 multiple-choice, scenario-based, gradient-scored questions.  Each question will have 4 possible answer options: the best choice is worth 5 marks, the second best choice is worth 3 marks, a not so good choice is worth 1 mark, and one distracter achieves no marks.  To earn the ITIL V3 Service Operation Certificate and 3 credits in the ITIL V3 Qualification Scheme, candidates must secure at least 70% of the marks.

To enroll in the ITIL V3 Service Operation course, individuals must hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation Certificate or the V2 Foundation plus the V3 Foundation Bridge Certificates).

Contact Ashford Global IT today for more information on the ITIL V3 Service Operation course!

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