Course objectives
  • Providing the comprehensive knowledge and management principles required to formulate IT service strategy and the organizational capability to provide the vision and set the direction for Service Management
  • In-depth understanding of the ITIL® processes and roles supporting the management of service strategy, service portfolio, and finance of IT based on ITIL® Service Strategy publication
  • Understanding an idea of transition of an IT organization from a technology-focused approach to a strategic, customer-focused attitude
Training scope
  • Understanding of the main concepts of the service operation stage: event, incident, problem, request, priority, escalation, monitoring, SPOC etc.
  • In-depth review of the key processes and functions needed to support service operation stage, and their associated activities, roles, responsibilities, challenges, risks, and critical success factors: Event Management, Incident Management, Request Fulfillment, Access Management, Problem Management, Service Desk, Technical Management, IT Operations Management, Application Management
  • Mapping of service operation functions to roles, responsibilities and activities
  • Technology and implementation consideration for the Service Operation phase
  • Mock exam
  • Accredited exam
Prerequisites

One of the following ITIL® Foundation certificates:

  • 2011
  • V3
  • V2 and ITIL® Foundation Bridge
Audience

All the people involved in and responsible for the ongoing delivery of IT services: Service Owners, Service Desk Supervisors, Technical managers, Application Managers, Problem Managers, Incident Managers

The number of participants: 8-15 people

Duration: 3 days

Available language: PL / EN

Available course material: EN

Available exam: EN

Course form
Mix of instructor led training (75%) and hands-on exercises (25%)
Exam
  • Exam is obligatory
  • Multiple choice test; 8 questions, gradient scored, scenario-based
  • Pass mark: 70% (28 out of 40)
  • Open book: no
  • Electronic devices permitted: no
  • Time allocation: 90/120 mins.

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Agnieszka Rzeczkowska

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ITIL® and PRINCE2® are registered trademarks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
AgilePM® is a registered trademark of Agile Business Consortium Limited.
All AgilePM® Courses are offered by Sii, an Affiliate of Quint Wellington Redwood, an Accredited Training Organization of The APM Group Ltd.
Lean IT® Association is a registered trademark of the Lean IT Association LLC. All rights reserved. Sii is an Affiliate of Accredited Training OrganizationQuint Wellington Redwood.
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