ITIL® Service Operations Intermediate Training Course

Deliver Effective and Efficient Services

Course Overview

This 3-day course provides an exploration of good practices in ITIL® Service Operation within the context of the Service Lifecycle. You'll learn ITIL concepts through our interactive, case study-based approach, while preparing to successfully complete the certification exam.

PERSONAL

Live Instructor

 

Our most interactive learning mode provides maximum face-to-face interaction

From $2195

Live Online

 

Course delivered by a live instructor - you attend from your home or office

From $2195

BUSINESS

Group Training

 

Bring this course onsite for your team and stretch your training dollars

 

UPCOMING COURSES

Early Registration: 9+ Weeks Prior to Start Date
General Registration: 2 - 9 Weeks Prior to Start Date
Late Registration: Fewer than 2 Weeks Prior to Start Date

  • Live Instructor?
  • Live Online?
  • Guaranteed to Run?

ITIL® Service Operation Training and Certification
Washington, DC - Beyond20 DC Office
April 15 - April 17, 2019 . 3 days
9:00 am - 5:00 pm

$2395


Regular Registration

ITIL® Service Operation Training and Certification
Washington, DC - Beyond20 DC Office
October 14 - October 16, 2019 . 3 days
9:00 am - 5:00 pm

$2195


Early Registration

Why Beyond20

How We Teach

People learn differently, so we use a variety of methods to teach concepts throughout the course. In addition to exam preparation and practice quizzes, you'll engage in round-table discussions, group exercises, and games designed to give practical context to the concepts. We take this approach not only because it's more interesting and fun than simply memorizing vocabulary, but because it works.

All of our trainers are full-time Beyond20 staff

No temporary workers or subcontractors here. Our trainers are working consultants who implement best practice processes and tools when they're not in the classroom. You might say we practice what we preach. It's a great system, when you think about it - we're better consultants because we know these concepts inside and out, and we're better trainers because we get to put the theory into practice in the real world.

We don't just teach to the exam (though we certainly do that), we also give you practical and personalized tools you can take back to work.

We're a Registered Education Provider with PMI, so if you're PMP Certified, the course will earn you PDUs!

Industry-Leading Course Materials

All of our courseware is reviewed multiple times a year to ensure it's up to date, in line with best practice standards, and effective! We incorporate feedback from students to constantly improve our course books, in-class activities, and (sorry) homework. The goal is to provide you with the tools to not only get you through class and pass the exam, but also to have a reliable reference when you get back to the office.

All of our instructors are experienced practitioners with real world ITIL implementation expertise. (Real experience, too. Like, former-CIO-level experience.)

We're a US-based organization with offices in DC, Phoenix, and San Diego.

COURSE SYLLABUS

  • Internal IT vs External Business
  • Stability vs Responsiveness
  • Quality of Service vs Cost of Service
  • Service Level Requirements
  • Reactive vs Proactive
  • Operation Staff Involvement in Service Strategy
  • Operation Staff Involvement in Service Design
  • Involvement in Service Transition
  • Involvement in CSI
  • Various Types of Meetings
  • Purpose
  • Scope
  • Value to Business
  • Policies Principles & Basic Concepts
  • Triggers
  • Inputs & Outputs and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Purpose
  • Scope
  • Value to Business
  • Policies Principles & Basic Concepts
  • Triggers
  • Inputs & Outputs and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Purpose
  • Scope
  • Value to Business
  • Policies Principles & Basic Concepts
  • Triggers
  • Inputs & Outputs and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Purpose
  • Scope
  • Value to Business
  • Policies Principles & Basic Concepts
  • Triggers
  • Inputs & Outputs and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Purpose
  • Scope
  • Value to Business
  • Policies Principles & Basic Concepts
  • Triggers
  • Inputs & Outputs and Interfaces
  • CSFs and KPIs
  • Challenges and Risks
  • Monitor Control Loops
  • Complex Monitor Control Loop
  • ITSM Monitor Control Loop
  • Defining What Needs to Be Monitored
  • Internal and External Monitoring and Control
  • Defining Objectives
  • Types of Monitoring Strategies
  • Continuous Measurement vs Exception-Based Measurement
  • Monitoring in Test Environments
  • Reporting and Action
  • Service Operation Audits
  • Metrics and KPIs
  • Interfaces to Other Service Lifecycle Practices
  • Job Scheduling
  • Backup and Restore
  • Print and Output Management
  • Justification and Role of the Service Desk
  • Service Desk Objectives
  • Local Service Desk
  • Centralized / Virtual Service Desk
  • Staffing Levels
  • Skill Levels
  • Training
  • Staff Retention
  • Super Users
  • Measuring Performance
  • Customer / User Satisfaction
  • Service Desk Environment
  • Outsourcing
  • Tools & Processes
  • SLA Targets
  • Good Communication / Ownership of Data
  • Objectives
  • Generic technical Management Activities
  • Organization
  • Measuring Performance
  • Documentation
  • IT Operation Management Role
  • Documentation
  • Objectives
  • Generic technical Management Activities
  • Organization
  • Measuring Performance
  • Documentation
  • Generic Service Owner Role
  • Generic Process Owner
  • Process Manager
  • Process Practitioner
  • Incident Management Roles
  • IM Process Owner
  • IM Process Manager
  • First-Line Analyst
  • Second-Line Analyst
  • Third-Line Analyst
  • Problem Management
  • PM Process Owner
  • PM Process Manager
  • Problem Analyst
  • Request Fulfillment Roles
  • RF Process Owner
  • RF Process Manager
  • RF Fulfillment Analyst
  • Event Management Roles
  • EM Process Owner
  • EM Process Manager
  • Access Management Roles
  • Service Desk Roles
    • Manager
    • Supervisor
    • Analyst
    • Super User
  • Technical Management Roles
  • Analyst
  • Operator
  • It Operations Management Roles
  • Manager
  • Shift Leader
  • Operations Analyst
  • Operator
  • Application Management Roles
  • Manager/Team leader
  • Analyst / architect

FREQUENTLY ASKED QUESTIONS

Yes, you must have the ITIL v3 Foundations certificate to take this course.

Lifecycle courses are 3 days in length.

Individuals who hold the PMP certification will earn 28 PDUs through the course.

If you are seeking a leadership role in your company that requires a broad management focus of ITIL practice areas and ability to work across teams or manage multiple capability areas, the Lifecycle modules will be of interest to you.

All course materials – a course workbook, exercises, case study, practice questions, and the certification exam – are included.

The certification exam is included as part of the class, to be taken on the afternoon of the third day.

The 1½-hour exam is made up of eight multiple choice, scenario-based, gradient-scored questions. Each question will have 4 possible answers, one worth 5 marks, one worth 3 marks, one worth 1 mark, and a “distracter” worth zero marks. You’ll need to score a 28/40 (70%) to pass the exam. Students who pass will receive certification and three points toward becoming ITIL Expert certified.

We guarantee you’ll pass and will pay for any exam retakes.

No, your ITIL Intermediate Lifecycle certification will never need to be renewed.

Need training for a group?

Related Resources