ITIL ® Intermediate Service Operation (SO) Training & Certification

• Achieving balance in service operations
• Providing good service
• Involvement in other lifecycle stages
• Operational health
• Communication
• Documentation
• Service operation inputs and outputs

• The purpose and objectives
• The scope of the process
• Value to the business
• High level process activities, methods and techniques
• Triggers, inputs, outputs and interfaces
• CSFs and KPIs
• Challenges and risks

• Monitoring and control
• IT operations for management of the operational environment
• Server and mainframe management and support
• Network management
• Storage and archive
• Database administration
• Directory services management
• Desktop and mobile device support
• Middleware management
• Internet or web management
• Processes in the other lifecycle stages
• Facilities and data center management

• Service operation function of the service desk
• Technical management function
• IT operations management function
• Application management function
• Organizational structures

• The generic requirements for service management tools
• Event management
• Incident management
• Request fulfilment
• Problem management
• Access management
• Service desk

• Managing change in service operation
• Service operation and project management
• Risk in service operation
• Operations staff involvement
• Planning and implementing service management

• Challenges
• Critical success factors
• Risks

In this course, you’ll be immersed in the overall concepts, processes, policies, and methods associated with the service operation phase of the service lifecycle. You'll focus on service transition purpose, principles, processes, activities, functions, technology, and implementation considerations. This course utilizes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best-practices and position you to successfully complete the associated exam.

The main process focus areas of this course include:

• Event management
• Incident management
• Problem management
• Request fulfillment
• Access management

The organizational functions focused on in this course include:

• Service desk
• Technical management
• IT operations management
• Application management

As with any of the Intermediate modules, it is recommended that candidates have exposure to basic concepts in IT and at least two years of professional experience working in IT Service Management (ITSM).

The Service Operation qualification would suit candidates in the following IT professions or areas:

• Release Manager
• Problem Manager.
• Security Administrator.
• Service Desk and Incident Manager
• Applications Support
• Network Support
• IT Operations Manager
• Security Manager
• Database Administrator

• You must be ITIL® Foundation certified to appear for ITIL® Intermediate SO certification.

A lot depends on your professional background, experience, the speed at which you understand ITIL and the interest you have in IT processes.

If you are entry-level or have a couple of years of IT experience, you can expect to be hired as a process coordinator. A process coordinator ensures that the administrative activities in a process are carried out as designed. Incident coordinator, change coordinator and configuration analyst are some of the coordinator roles available in ITIL-based IT service management.

At a mid-management level, with a minimum of five years of experience, you may be asked to manage processes end-to-end. You’ll have coordinators reporting to you, and you would be accountable for ensuring that activities in service management are compliant to the processes. Problem manager, release manager and service desk manager are some of the managerial roles.