The aim of the training is to enable participants with the ITIL® Foundation certificate to effectively apply good practices in the processes related to the operation of services.

The condition for participation in the training is to have the ITIL® Foundation certificate (version V3 or 2011) or ITIL® V2 Foundation supplemented with the ITIL® Foundation Bridge certificate.

Participation in the training also allows you to hold the ITIL® Expert Certificate in IT Service Management (obtained through the ITIL® V3 Managers Bridge exam).

Table of contents:

• Introduction to Service Operation
• Service Operation Policy
• Organization of Service Operation: Service Desk - structure, roles, technologies
• Organization of Service Operation: IT Operations management
• Organization of Service Operation: Technical management
• Organization of Service Operation: Application management
• Service Exploitation Processes: Event management
• Service Operation Processes: Incident management
• Service Operation Processes: Request fulfillment
• Service Operation Processes: Problem management
• Service Exploitation Processes: Access Management
• Joint Operation Service Operations
• Joint Service Operations Activities - cont
• Implementation Considerations
• Challenges, Risks, Critical Success Factors (CSFs)

Our participants get:

• classes conducted by an accredited trainer
• accredited training materials
• friendly atmosphere of learning and exchange of experiences
• taking the exam and obtaining international certification
• catering - coffee breaks and lunch
• participation diploma

During the training, participants are provided with valuable tips, comments and information necessary to pass the exam.

Students also get access to mock exams, which allow them to familiarize themselves with the structure of the test and to check their skills.

The exam questions relate to the sample project scenario and ITIL v3 issues. These are tasks consisting in ordering the order of statements and determining whether the given explanation actually explains the given statement.

The ITIL® Service Operation certificate is granted for a lifetime.

Exam details:

• Duration: 90 minutes (or 120 minutes for non-native speakers)
• Volume: 8 complex questions
• Positive result: 70% of correct answers (28 points)
• Language: English

The exam is available:

• on paper (during stationary training)
• in electronic version (during online training).

Take2 – re-sit exam option

Take2 has been prepared for participants who want to feel more confident when taking the exam. This solution is currently available for Peoplecert-accredited exams only.

Purchasing this product allows you to re-take the exam in case the first attempt fails.

The possibility of using this solution applies to both paper and electronic exams. Regardless of the form of the first exam, the second approach is always online exam.

Purchasing a second exam approach is binding and non-refundable/changeable. Take2 is executed only in case of failure in the first attempt (it does not give the opportunity to improve the result from the first approach).

The cost of Take2 is 285 PLN + VAT, which is a small part of the price of the exam. The purchase can be made through the Application Form: just check the option "Take2 – re-sit exam option".