Service Operation 1.3.0

Service Operation 1.3.0

Release Notes
Overview

RELEASE DATE
2016-08-15    

COURSEWARE
ITIL Service Operation

NEW VERSION
1.3.0    

Version declaration; A.B.C.D
A=Major update, e.g. new syllabus or new course outline
B=Planned update, e.g.corrections and enhancements
C=Minor update, e.g. minorcorrections and cosmetic updates

Overview

  • New structure in both printed and e-book with text directly together with the associated slides.
  • The e-book are updated with a totally new look and feel published in a new format that allows the students to answer the test exam questions directly in the e-book.
  • New exercises.


Affected files

ITIL Operation Exercises 
New for this release      

Instructions ITIL Operation    
New for this release      

ITIL Operation PowerPoint    
Quality update in slides

E-book    

New look and feel with pictures and text kept together.

Interactive test exam questions with answers directly in the ebook 

Course instructions
Course package content

Instructions ITIL SO 1.3.0.pdf

This document explaining the outline and schedule of this course.

Release notes ITIL SO 1.3.0.pdf

Release notes for this version

ITIL Service Operation Teacher Slides Ver 1.3.0.pptx

The teacher presentation.

Service Operation Exercises v 1.3.0.pdf

Student Exercises

The_ITIL_Intermediate_Qualification_Service_Operation_Certificate_Syllabus_v5-4.pdf

Syllabus

ITIL Intermediate Lifecycle ServiceOperationSample1 ANSWERSandRATIONALES v6.1.pdf

Answers Sample paper 1

ITIL Intermediate Lifecycle ServiceOperationSample1 QUESTION BOOKLET v6.1.pdf

Questions Sample paper 1

ITIL Intermediate Lifecycle ServiceOperationSample1 SCENARIO BOOKLET v6.1.pdf

Scenarios Sample paper 1

ITIL Intermediate Lifecycle ServiceOperationSample2 ANSWERSandRATIONALES v6.1.pdf

Answers Sample paper 2

ITIL Intermediate Lifecycle ServiceOperationSample2 QUESTION BOOKLET v6.1.pdf

Questions Sample paper 2

ITIL Intermediate Lifecycle ServiceOperationSample2 SCENARIO BOOKLET v6.1.pdf

Scenarios Sample paper 2


Printed book course structure
The student book contains:
  • PowerPoint pictures
  • Text from ITIL core books
  • Exercises
  • Sample paper 2
  • Rationales Sample paper 1 and 2
  • Syllabus

  • Every section in the student book contains of a picture of the PowerPoint slide and describing text. Not all text according to syllabus is in the book, but in each section there is a reference to the ITIL core book according to syllabus.
  • The slide number on the picture matches the slide numbers in the teacher PowerPoint presentation.
  • Sample papers, rationales and syllabus are located at the back of the book.

E-book course structure
The student e-book contains:
  • Clickable (zoom) PowerPoint pictures
  • Text from ITIL core books
  • Exercises
  • Interactive questions for sample paper 2
  • Rationales Sample paper 1 and 2
  • Syllabus
  • Every section in the student e-book contains of a picture of the PowerPoint slide and describing text. Not all text according to syllabus is in the book, but in each section there is a reference to the ITIL core book according to syllabus.
  • The slide number on the picture matches the slide numbers in the teacher PowerPoint presentation.
  • Sample papers, rationales and syllabus are located at the back of the book.

Course preperation 

 

Courseware

The student book provided with this material consists of both the PowerPoint pictures from the teacher presentation and some text from the ITIL core books.

To prepare yourself for the course, read the student book so that you know the text provided to each picture. In that way you can reference to the text when teaching, and concentrate on purpose and explanation instead of the facts.

 The amount of text in the student book is probably not enough to pass the exam, and is not intended to replace the full core book. The students are advised to read the full core book when preparing for the exam.

 Exercises

There are 6 exercises in the student book that you can use during the course. The exercises is based on questions from sample paper 1 but are intended to be used as group exercises.

 Divide the class in groups and ask them to read and discuss the exercise. When there are three different answers that can be correct (5,3,1 points on the exam) there should be a good discussion in the groups. This will also prepare them for the real exam. 

 

Exercise

Question in SP1

When

1

3

After Process Event Management

2

5

After Process Incident Management

3

4

After Process Request Fulfilment

4a, 4b, 4c

2, 6, 8

After Organizing for Service Operation

5

7

After Technology Consideration

6

1

After Challenges, Critical Success Factors and Risks

 

 Mock exam

For the mock exam, use sample paper 2 that are at the back of the student book. You can also print the sample papers (.pdf file provided in the instructor kit) to simulate a real exam.

 E-book:

If you are using e-books, the test exam is an interactive exam where the students can submit their answer and see the rationales for each question. In the current version of the e-book, they only get correct for the 5 point answer, 3 and 1 point answers will be graded as wrong.

To do a simulated exam, please print the sample paper 2 and have the students do the mock exam on paper.

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