ITIL® Service Operation (SO)
Self-Paced LearningLearning Style
6 HoursCourse Duration
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About this course:
This intermediate level certification course focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. This ITIL® Intermediate Service Operation (SO) course is one of the key qualifications within ITIL® Service Lifecycle training and will establish your ability to enable responsive, stable and repeatable IT service delivery. This course also prepares the students for the ITIL® Intermediate Module - Service Operation exam.
The average salary for a Network & Server Infrastructure specialist is $95,000 per year.
After completing this course, students will be able to:
- Plan key activities for ITIL® Service Operation processes
- Maintain stability in SO while allowing for changes in design, scale, scope, and service
- Support operations through new models and architectures
- Evaluate SO processes with critical success factors and KPIs
This course is intended for:
- Individuals who require a detailed understanding of the ITIL® service operation stage of the ITIL® service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
- IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
- Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
- Individuals seeking the ITIL® Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
- Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL® Expert is a prerequisite.
- Hold the ITIL® Foundation Certificate in IT Service Management (or equivalent) which must be presented as documentary evidence to gain admission
- Attend an accredited training course In addition, it is desirable that students have a basic IT literacy and around 2 years IT experience and it is recommended that students complete at least 21 hours of personal study by reviewing the syllabus and the ITIL® Service Operation publication in preparation for the examination.
Suggested prerequisites courses:
Self-Paced Learning Outline
Introduction to service operation
- The core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers
Service operation principles
- Service operation principles and all aspects related to operations including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health Service operation processes
- The managerial and supervisory aspects of the ITIL® processes covered in the service operation stage, excluding the day-to-day operation of the processes (covered in the Operational Support and Analysis Capability module)
Common service operation activities
- The activities commonly performed in service operation
Organizing for service operation
- The organization of service operation through the service operation functions of service desk, technical management, IT operations management and application management, mapping these functions to roles, responsibilities and activities as well as organizational structures
- This unit covers technology as part of implementing service management process capabilities and the special technology functions and features that are related to service operation practices
Implementation of service operation
- How implementation considerations contribute to service operation
Challenges, critical success factors and risk
- The challenges and risks facing service operation and how critical success factors (CSFs) contribute to service operation
|Learning Style||Self-Paced Learning|
|Course Duration||6 Hours|
|VPA Eligible||VPA Eligible|
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