ITIL® Intermediate SO Certification Training

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This course from Wissenhive is intended to teach the students about this unified training course that immerses students in the overall processes, policies, methods and concepts allied with the Service Operation phase of the Service Lifecycle. This course includes the control and management of the techniques and activities within the Service Operation stage, but not the detail of each of the supporting procedures.

Duration
25 Hours
Institution
Axelos
Language
English
Video Script
English

Overview

Professionals involved in the management of IT service operations will benefit from the ITIL Intermediate SO certification. This SO training course focuses on IT governance, risks, budgets, and strategic assets. You will gain service operation expertise during the strategy, design, and transition phases as you get prepared for the ITIL SO exam.

What you will learn

  • Service Operation purpose
  • Key components of ITIL library
  • Service Operation processes
  • Service Operation activities
  • Service desk
  • Critical Success Factors
  • Challenges and risks

Syllabus

International industry expertise at your disposal as you deep-dive into the research topic and sector of your choice.

Course Content

Introduction to Service Operation (5 Lectures)

The purpose and objectives of service operation

13:40 Play

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.
ITIL® Intermediate SO Certification Training

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.