The ITIL Service Operation Lifecycle Module

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Description:
The ITIL Intermediate Qualification: Service Operation Module is a free-standing qualification, but also one of five service-lifecycle modules that can lead to the Managing through the Lifecycle module and the award of the ITIL Expert in IT Service Management. The purpose of this module/certificate is to impart and test detailed knowledge about the contents of the ITIL Service Operation Book; Service Operation purpose, processes, functions and activities.
Prerequisites:
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management.
Target Group:
The target group of the ITIL Service Operation Module is:
- Individuals who require a detailed understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organisation.
- IT professionals working within or about to enter a Service Operation environment and requiring a detailed understanding of the processes, functions and activities involved.
- Individuals seeking the ITIL Expert in IT Service Management for which this qualification contributes 3 credits.
- Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.

This may include but is not limited to, CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners.
Learning Objectives:
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
- Leading discussions on Service Operations
- Service Operation Principles
- Service Operation Processes
o Event Management
o Incident Management
o Request Fulfilment
o Access Management
o Problem Management
- Common Service Operation Activities
- Organising Service Operations
- Service Operation Functions
o Service Desk
o Technical Management
o Application Management
o IT Operations Management
- Service Operation technology related activities
- Implementing Service Operations
- Understanding and analysing Challenges, Critical Success Factors and Risks
Examination Format:
- 8 Multiple choice, scenario based questions. Each question will have 4 possible answer options, one of which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
- Maximum of 90 minutes for all candidates
- This is a closed book examination with the pass mark being 28/40 or 70%