ITIL® Intermediate SO Certification Training

4.5 (1789) 7869 Learners

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.

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


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.

25 Hours
4 Hours/week
Video Script

Training Options

Selfpaced Training

  • 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

  • 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

  • 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


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.