The purpose and objectives of service operation
13:40 Play
Course Content
Introduction to Service Operation
(5 Lectures)
The scope of service operation
13:40 Play
Service operation’s value to the business
13:40 Play
Service operation fundamentals
13:40 Play
Stages of the service lifecycle
13:40 Play
Service Operation Principles
(7 Lectures)
Achieving balance in service operations
13:42 Play
Providing good service
13:42 Play
Involvement in other lifecycle stages
13:42 Play
Operational health
13:42 Play
Communication
13:42 Play
Documentation
13:42 Play
Service operation inputs and outputs
13:42 Play
Service Operation Processes
(7 Lectures)
The purpose and objectives
13:43 Play
The scope of the process
13:43 Play
Value to the business
13:43 Play
High level process activities, methods and techniques
13:43 Play
Triggers, inputs, outputs and interfaces
13:43 Play
CSFs and KPIs
13:43 Play
Challenges and risks
13:43 Play
Common Service Operation Activities
(12 Lectures)
Monitoring and control
13:45 Play
IT operations for management of the operational environment
13:45 Play
Server and mainframe management and support
13:45 Play
Network management
13:45 Play
Storage and archive
13:45 Play
Database administration
13:45 Play
Directory services management
13:45 Play
Desktop and mobile device support
13:45 Play
Middleware management
13:45 Play
Internet or web management
13:45 Play
Processes in the other lifecycle stages
13:45 Play
Facilities and data center management
13:45 Play
Organizing for Service Operation
(5 Lectures)
Service operation function of the service desk
13:46 Play
Technical management function
13:47 Play
IT operations management function
13:47 Play
Application management function
13:47 Play
Organizational structures
13:47 Play
Technology Considerations
(7 Lectures)
The generic requirements for service management tools
13:48 Play
Event management
13:48 Play
Incident management
13:48 Play
Request fulfilment
13:48 Play
Problem management
13:48 Play
Access management
13:48 Play
Service desk
13:48 Play
Implementation of Service Operation
(5 Lectures)
Managing change in service operation
13:49 Play
Service operation and project management
13:49 Play
Risk in service operation
13:49 Play
Operations staff involvement
13:49 Play
Planning and implementing service management
13:49 Play
Challenges, Critical Success Factors and Risks of Service Operation
(3 Lectures)
Challenges
13:49 Play
Critical success factors
13:49 Play
Risks
13:50 Play
Course Details
The Service Operation (SO) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT service management.
The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.
ITIL Credit System
Under the ITIL Credit System, you must earn a number of credits from each ITIL qualification to progress to the next level within the ITIL scheme.
The SO module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.
The Service Operation certification would suit candidates in the following roles:
- Release Manager
- Security Administrator
- Applications Support
- IT Operations Manager
- Database Administrator
- Problem Manager
- Service Desk and Incident Manager
- Network Support
- Security Manager
Enquiry
Training Options
Self-paced Training
399
- Lifetime access to high-quality self-paced eLearning content curated by industry experts
- 3 simulation test papers for self-assessment
- Lab access to practice live during sessions
- 24x7 learner assistance and support
Live Virtual Classes
499
- Online Classroom Flexi-Pass
- Lifetime access
- Practice lab and projects with integrated Azure labs
- Access to Microsoft official content aligned to examination
One on One Training
Enquiry Now
- Customized learning delivery model (self-paced and/or instructor-led)
- Flexible pricing options
- Enterprise grade learning management system (LMS)
- Enterprise dashboards for individuals and teams
- 24x7 learner assistance and support
Exam & Certification
Service Operation Examination
The exam format is as follows:
- Multiple choice examination questions
- Eight questions per paper
- 28 marks required to pass (out of 40 available) - 70%
- 90 minutes’ duration
- Closed book.
Frequently Asked Questions
You will never miss a lecture! You can choose either of the two options:
- View the recorded session of the class available in your LMS.
- You can attend the missed session, in any other live batch.
You must be ITIL® Foundation certified to appear for ITIL® Intermediate SO certification.
To be eligible for taking ITIL® Intermediate SO examination, the candidate must fulfill the following requirements:
- Undertake 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.
- A basic IT literacy and approximately two 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 also recommended that candidates complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service Management as a Practice.
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