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.Download Syllabus
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.
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.
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|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|
|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|
|Storage and archive||13:45||Play|
|Directory services management||13:45||Play|
|Desktop and mobile device support||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|
|The generic requirements for service management tools||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|
|Critical success factors||13:49||Play|
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.
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:
The exam format is as follows:
You will never miss a lecture! You can choose either of the two options:
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: