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ITIL® V3 Service Operation Certification Training

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Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction
6 min
01: Exam Tips
4 min
02: Service Management as a Practice
30 min
03: Overview of Service Operation (SO)
14 min
04: Exercise: ITSM and Failure
6 min
05: Introduction to Service Operation Principles
24 min
06: Service Operation Principles: Documentation, Inputs/Outputs & Technology Considerations
15 min
07: Monitoring and Control Fundamentals
13 min
08: Monitoring and Control: Objectives, Reporting & Measurement
22 min
09: Common Service Operation Activities
32 min
10: Service Operation Activities: Improvement & Integration
22 min
11: Exercise: ITSM Monitor Control Loop
2 min
12: Purpose & Objectives of Event Management
15 min
13: Event Management: Triggers & Metrics
18 min
14: Request Fulfillment (RF)
20 min
15: Request Fulfillment (RF): Triggers & Metrics
11 min
16: Overview of Incident Management (IM)
29 min
17: Incident Management (IM): Triggers & Metrics
17 min
18: Overview of Problem Management (PM)
18 min
19: Problem Management (PM): Triggers & Metrics
14 min
20: Introduction to Access Management (AccM)
12 min
21: Access Management (AccM): Triggers & Metrics
11 min
22: Service Desk (SD) Fundamentals
13 min
23: Service Desk (SD) Staffing, Metrics & Management
16 min
24: Technical Management (TM)
11 min
25: IT Operations Management (ITOM)
8 min
26: Application Management (AM)
16 min
27: Organizational Structures in Service Operation
5 min
28: Implementation Considerations
12 min
Total:
7 hrs 20 mins
Meet Your Instructor

Dr. Suzanne Van Hove

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.

 

Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Enlarged Slides
  • Exercise Guide
  • Training Plan
  • Sample Exams
  • Course Syllabus
  • ITIL® 2011 Summary of Updates
  • PMP PDU Information
Course Links

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits
Course Transcript

Transcript

This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

GogoTraining's ITIL® 2011: Service Operation course is Accredited by AXELOS and PEOPLECERT and fully qualifies you to sit for the ITIL Service Operation exam. 

10% Off Your ITIL Service Operation Exam

Get your exclusive 10% discount when you purchase your ITIL Service Operation Exam from GogoTraining

PEOPLECERT's price: $399/Your Price: $359.  You Save $40.

All exam orders are processed within 24 hours Monday to Friday.  Once your exam is ordered you will receive an immediate informational email directly from PEOPLECERT which will include a link for you to register and take your exam.  if you have any questions, Contact GogoTraining.

How GogoTraining Prepares You to Pass Your Exam

All GogoTraining ITIL courses come with a Training Plan to help you master the material in the course and 2 sets of Official Sample Exams for you to take upon completion of the course and the course exercises so you can test your knowledge.  At the end of the course you will receive a Certificate of Completion from GogoTraining.  In order to be considered Certified in this area you will need to take the Official ITIL Exam given by PEOPLECERT.

Course Transcripts and Certificates of Completion come with this course and you will use these official documents to verify that you took the required and accredited training to qualify to sit for the official exam.

Certification Requirements

To be eligible for the ITIL® Intermediate Qualification: Service Operation examination, candidates shall fulfill the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course and scheme
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
  •  It is recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination.

The ITIL® Service Operation exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 3 credits toward your ITIL® Expert certification.

How to receive your PMI PDU's

Instructions on how to receive PMI PDU's can be found in the Get Your Course Materials section of this page.

How to Take an Online Proctored PeopleCert Exam

In order to take your exam you will need the following System Requirements:

  • Windows® 10, Windows® 8.1, Windows® 8, Windows® 7
  • Dual-core 2.4GHz CPU or faster with 2GB of RAM (recommended)
  • Active Full-Time/Broadband internet connection of at least 4Mbps
  • 16-bit monitor (at least 15”) with screen resolution 1024 x 768 or higher
  • Speakers and microphone (the use of headsets is only allowed during onboarding)
  • Keyboard and mouse or another pointing device
  • A single web camera (embedded or external) you can rotate

For complete details, Click Here.

Ask the Instructor a Question

QA Forum

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