ITIL Intermediate Service Operations

$499.00

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.

Mode Of Learning: Online

Access Duration: 180 days

Description

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.

The course covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Operational Support and Analysis module from the Service Capability work stream.

Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.

COURSE OVERVIEW

  • Study guides including PDF files, HD Video tutorials
  • Podcasts: Download it and listen to it at your convenience.
  • Interactive Case Study
  • Interactive Glossary and crosswords
  • Phone App
  • 6 Chapter Tests and Evaluation Tests
  • Sample Papers
  • 18 PMI PDUs

 

Exam Format

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) – 70%
  • 90 minutes’ duration

Closed book.

COURSE CONTENTS

  • Introductory Lesson
  • 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 & Risks
  • Summary, case studies, exam preparation and directed

TARGET AUDIENCE

To be eligible for the examination leading to the ITIL® SO Certificate, 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/scheme.
  • A basic IT literacy and around 2 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 should 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.

Delegates will be provided access to this online self-study material within 48 hours of making the payment. Student success in this intensive online course will be enhanced by paying close attention to the study materials and the chapter tests.