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
Benefits
Demand for certified professionals in the SO module of ITIL is growing dramatically in the global IT market. Professional certification can create opportunities for such roles as service delivery manager, incident manager, service engineer, and quality consultant.
Career Opportunities:
- Service Delivery Manager: ($563K-$2740K)
- ITSM Manager: ($435K-$2059K)
Top Companies Hiring:
- Capgemini
- IBM
- Accenture
- Oracle
Course Content
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 |
| 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 | 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
Course Info.
Training Options
Selfpaced 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
699
- 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.
FAQs
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.
Reach Us
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+91-1204229536
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info@wissenhive.com
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