The ITIL – Service Operations module is one of the certification tracks offered within the ITIL Service Lifecycle work stream. The Service Operations track emphasizes the principles, processes, operational activities and functions that help an organization as well as individual professionals manage the performance of their products and services successfully.
In ITIL Service Operations course, participants will learn about the principles, concepts, processes and best practices described in the ITIL service operation core volume. Through a series of lectures and hands-on practical exercises, participants will be prepared for both the adoption of service management best practices in the organization and for the certification exam that occurs at the end of the class. This course focuses on topics such as service operation principles, organizing for service operation, challenges, risks, common service operation activities and key performance indicators.
The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive service operation exam results.
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What You'll learn
In order to pursue this ITIL – SO certification, having an ITIL Foundation certification (v3 or newer) is mandatory. Ideally, 2 or more years of related work experience is recommended. It is highly advisable to read ITIL Service Operation 2011 Edition.
Who Should Attend
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ITIL Certification Exam
The ITIL® Service Operation certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answer reward a different number of points based on level of accuracy according to the following scale:
- Best answer – 5 points
- 2nd Best answer – 3 points
- 3rd Best answer – 1 point
- Worst answer – 0 points
A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Service Operation certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service operation core book. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 3 credits in the ITIL® certification scheme.