ITIL Service Operation (ITIL-SO)

The course and associated examination are free-standing but also part of the ITIL intermediate lifecycle stream. It is one of the modules that leads to the ITIL® Expert Certificate in IT Service Management and carries a credit value of 3 points. Please Note: The associated ITIL Certification Exam will only be administered on the last day of class, in the event that you are unable to take the exam on the last day of class you will be responsible for making arrangements to purchase and take the exam with an exam vendor in your area.

Course Objectives

• Introduction to service operation
• Service operation principles
• Service operation processes
• Common service operation activities
• Organizing for service operation
• Technology considerations
• Implementation of service operation
• Challenges, critical success factors and risks

Audience

• 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.

Prerequisites

• 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.