Description
The purpose of the ITIL Intermediate certificate in Service Operation is to certify that the delegate has gained a thorough and detailed knowledge of operational principles, advanced concepts, and has comprehended the essential management requirements for practices in this phase of the Service Management Lifecycle. When the delegate has completed this course, they should be confident in their ability to approach core operational activities, such as:
- Improve the organisations’ business value with knowledge and practical guidance on how to establish the processes required to run a stable day-to-day IT operations environment
- Establish enterprise IT operations and monitoring practices to assure successful IT service delivery
- Stabilise steady state and lights-on practices by integrating Events to Incident and Problem Management
- Improve Service Desk performance by implementing end-to-end ownership of Incidents
- Assure that the promise of the implemented services are meeting the needs of the customers
- Move from reactive operations to proactive management by assuring support processes adhere to defined policies
- Understand how the traditional functions of IT Management play multiple critical roles across various IT processes
- Assure the type and amount of application and technical resources are available when needed
