The ITIL® v3 Intermediate Lifecycle program: Service Operation, is a 4 day program leading to the examination for the EXIN ITIL® v3 Intermediate Lifecycle certificate: Service Operation. The program is aimed at professionals who will participate in managing the operations of Service Operation processes, including:

  • Event Management
  • Incident Management
  • Request Fulfillment
  • Problem Management
  • Access Management

In addition, the following functions are examined:

  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application Management

Program Objectives:

  • Provides participants with skills regarding the ongoing management and optimization of Service Operation processes.
  • Explain & discuss the ITIL® framework, focusing on the strategies and challenges of implementation.
  • Develop presentation skills and an ability to think laterally as an IT Service Manager.
  • Prepare participants for the Service Operation exam.

Who should attend?:

  • IT Consultants
  • Service Managers
  • Service Desk Mangers
  • Incident & Problem Managers
  • Senior IT Operational staff
  • Senior IT Support Analysts