ITIL® Intermediate : Service Operation (SO) Certfication

Overview

The ITIL Intermediate Module – Service Operation course focuses on principles, processes, operational functions and activities to enable individuals and organisations to manage their product and service platforms successfully. It is a comprehensive course designed to provide in-depth knowledge on how to improve IT Service Management. The SO module focuses on coordinating and executing activities that enable the ongoing operation of products and services developed or implemented during the IT service lifecycle phase.

The ITIL Intermediate Module – Service Operation course discusses review of service operation activities and interaction of activities with other lifecycle processes.

The ITIL Intermediate Module – Service Operation course enables best practices for individuals and organisations to maintain and sustain products and services developed to provide users as efficient resources. The Service Operation module is worth 3 credits and to achieve the minimum of 17 credits required before the final step of ITIL Expert Level. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of the ITIL Intermediate Module – Service Operation course.

Why consider learning at Study 365?

With so many commitments in our lives, we may not have the time to learn new skills. The beauty of studying online is that you get to find this balance between your education and your daily commitments

Study 365 offers hundreds of online courses to students across the world. Gaining new skills has never been this easy as many of our courses are open to students with little or no qualifications or previous experience. All the courses are up-to-date, relevant, affordable, and will build on existing expertise or give you a jump-start to a new career. The courses are meticulously designed and equals what is offered in a classroom setting. With a solid reputation that has established and made us made us one of the most trusted and reliable online course providers we offer the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in your chosen career. You can learn at your own pace at Study 365 and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules, interactive quizzes and free resources which include Free CV writing pack, free career support and course demo to make your learning experience enriching and more rewarding.

Learning Outcomes

Understand the purposes, objective, scope and value of service operation to the business and key components.
Learn about the involvement of service operation staff within the lifecycle stages.
Understand how service operation is organised and how functions are structured.
Learn about the critical success factors, challenges and risks related to service operation.
Learn the principles and purposes of service operation.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at any time.

Who is this Course aimed at?

The course is aimed at Security Managers and Security Administrators.
Service Desk.
IT Planners.
Network Support.
Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.

Entry Requirements

The course requires that learners have an understanding of the ITIL Foundation course.

Method of Assessment

At the end of the ITIL Intermediate Module – Service Operation course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate Module – Service Operation.

Awarding Body

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.

Progression and Career Path

Once you successfully complete ITIL Intermediate Module – Service Operation you will be qualified to work in the following positions. The ITIL Intermediate Module – Service Operation qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

IT Operations Manager – (average UK yearly salary: £45,428)
IT Security Manager – (average UK yearly salary: £50,473)
Database Administrator – (average UK yearly salary: £29,937)
Release Manager – (average UK yearly salary: £39,663)
IT Project Manager – (average UK yearly salary: £42,074)

Course Curriculum

Introduction
	Tutor Introduction	00:00:00
	Course Introduction	00:00:00
➤ Module 01: Course Introduction – VO
1.0 Lesson: Course Organization
	Welcome to the Course!	00:00:00
	Mentoring Community Introductions	00:00:00
	Why Are You Here?	00:00:00
	Using Bloom’s Taxonomy	00:00:00
	What do you Expect?	00:00:00
	Housekeeping Online	00:00:00
2.0 Lesson: Course Conventions & Agenda
	Conventions Used	00:00:00
	Quizzes & Exercises	00:00:00
	ITIL Qualification Scheme	00:00:00
	ITIL Lifecycle Exam	00:00:00
	Getting Started with an Online Class	00:00:00
	Chapter 01 Review	00:00:00
➤ Module 02: It Service Lifecycle Service Operation
1.0 Lesson: Introduction to Service Operation
	SO & the Service Lifecycle	00:00:00
	Managing Across the Lifecycle	00:00:00
	Purpose, Goals & Objectives of Service Operation	00:00:00
	Scope of Service Operation	00:00:00
	Value of Service Operation	00:00:00
2.0 Lesson: Principles of Service Operation
	Fundamentals of Service Operation	00:00:00
	The Principle of Service Operation	00:00:00
	Achieving Balance in Service Operation	00:00:00
	Balancing Stability & Responsiveness	00:00:00
	Balancing QoS & CoS	00:00:00
	Balancing Reactive & Proactive	00:00:00
	Providing Service	00:00:00
	SO & Other Lifecycle Stages	00:00:00
	Operational Health	00:00:00
	SO Communication	00:00:00
	SO Documentation	00:00:00
3.0 Lesson: Service Operation Summary
	Service Operation Summary	00:00:00
	Checkpoint	00:00:00
	Chapter 02 Review	00:00:00
➤ Module 03: Service Operation Processes
1.0 Lesson: Event Management
	The Service Operation Model	00:00:00
	The Processes of Service Operation	00:00:00
	Introduction	00:00:00
	Purpose, Goals & Objectives	00:00:00
	Scope	00:00:00
	Value to the Business	00:00:00
	Concepts	00:00:00
	Activities of Event Management	00:00:00
	Event Occurrence & Notification	00:00:00
	Event Detection & Filtering	00:00:00
	Event Significance & Correlation	00:00:00
	Event Response Trigger & Selection	00:00:00
	Event Review & Closure	00:00:00
	Triggers, Inputs & Outputs	00:00:00
	Process Relationships	00:00:00
	Critical Success Factors	00:00:00
	Challenges & Risks	00:00:00
	Summary	00:00:00
2.0 Lesson: Incident Management
	Introduction	00:00:00
	Purpose, Goals & Objectives	00:00:00
	Scope	00:00:00
	Value to the Business	00:00:00
	Concepts	00:00:00
	Activities of Event Management	00:00:00
	Incident Logging	00:00:00
	Incident Categorization	00:00:00
	Categorization	00:00:00
	Incident Priority	00:00:00
	Incident Escalation	00:00:00
	Incident Diagnosis	00:00:00
	Incident Resolution & Recovery	00:00:00
	Incident Closure	00:00:00
	Expanded Incident Lifecycle	00:00:00
	Incident Management – Roles	00:00:00
	Triggers, Inputs & Outputs	00:00:00
	Process Relationships	00:00:00
	Critical Success Factors	00:00:00
	Challenges & Risk	00:00:00
	Summary	00:00:00
3.0 Lesson: Request Fulfillment
	Introduction	00:00:00
	Purpose, Goals & Objectives	00:00:00
	Scope	00:00:00
	Value to the Business	00:00:00
	Concepts	00:00:00
	Activities of Request Fulfillment	00:00:00
	Menu Selection	00:00:00
	Financial Approval	00:00:00
	Other Approval	00:00:00
	Fulfillment	00:00:00
	Closure	00:00:00
	Triggers, Inputs & Outputs	00:00:00
	Process Relationships	00:00:00
	Critical Success Factors	00:00:00
	Challenges & Risks	00:00:00
	Summary	00:00:00
4.0 Lesson: Problem Management
	Introduction	00:00:00
	Purpose, Goals & Objectives	00:00:00
	Scope	00:00:00
	Concepts	00:00:00
	Value to the Business	00:00:00
	Activities of Problem Management	00:00:00
	Managing the Problem	00:00:00
	Problem Analysis Techniques	00:00:00
	Managing the Known Error	00:00:00
	Triggers, Inputs & Outputs	00:00:00
	Relationships	00:00:00
	Critical Success Factors	00:00:00
	Challenges & Risks	00:00:00
	Summary	00:00:00
5.0 Lesson: Access Management
	Introduction	00:00:00
	Purpose, Goals & Objectives	00:00:00
	Scope	00:00:00
	Value to the Business	00:00:00
	Concepts	00:00:00
	Activities of Access Management	00:00:00
	Access Request	00:00:00
	Access Verification	00:00:00
	Provide Rights	00:00:00
	Monitor Identity Status	00:00:00
	Log & Track Access	00:00:00
	Remove or Restrict Rights	00:00:00
	Triggers, Inputs & Outputs	00:00:00
	Relationships	00:00:00
	Critical Success Factors	00:00:00
	Challenges & Risks	00:00:00
	Summary	00:00:00
6.0 Lesson: Operational Activities of Other Lifecycle Processes
	Introduction	00:00:00
	Change Management	00:00:00
	Service Asset & Configuration Management	00:00:00
	Release & Deployment Management	00:00:00
	Knowledge Management	00:00:00
	Capacity Management	00:00:00
	Availability Management	00:00:00
	IT Service Continuity Management	00:00:00
	Financial Management	00:00:00
7.0 Lesson: Service Operation Processes Summary
	Service Operation Process Summary	00:00:00
	Checkpoint	00:00:00
	Chapter 03 Review	00:00:00
➤ Module 04: Common Service Operation Activities
1.0 Lesson: Common Activities
	Service Operation – Common Activities	00:00:00
	Monitoring & Control	00:00:00
	Control Loop	00:00:00
	IT Operations	00:00:00
	Mainframe Management	00:00:00
	Server Management & Support	00:00:00
	Network Management	00:00:00
	Storage & Archive	00:00:00
	Database Management	00:00:00
	Directory Services Management	00:00:00
	Desktop & Mobile Support	00:00:00
	Middleware Management	00:00:00
	Internet/Web Management	00:00:00
	Facilities & Data Center Management	00:00:00
	Data Center Strategies	00:00:00
	IT Security Management	00:00:00
	Improvement of Operational Activities	00:00:00
2.0 Lesson: Common Activities Summary
	Common Activities Summary	00:00:00
	Checkpoint	00:00:00
	Chapter 04 Review	00:00:00
➤ Module 05: Service Operation Functions
1.0 Lesson: Service Desk Function
	Introduction to Service Operation Functions	00:00:00
	Introduction to Service Desk	00:00:00
	Service Desk	00:00:00
	Service Desk – Role	00:00:00
	Service Desk – Objectives	00:00:00
	Service Desk – Organizational Structures	00:00:00
	Service Desk – Staffing	00:00:00
	Service Desk – Metrics	00:00:00
2.0 Lesson: Technical Management Function
	Introduction to Technical Management	00:00:00
	Technical Management	00:00:00
	Technical Management – Role	00:00:00
	Technical Management – Objectives	00:00:00
	Technical Management – Organizational Structures	00:00:00
	Technical Management – Design, Maintenance & Support	00:00:00
	Technical Management – Metrics	00:00:00
	Technical Management – Documentation	00:00:00
3.0 Lesson: Application Management Function
	Introduction to Application Management	00:00:00
	Application Management	00:00:00
	Application Management – Role	00:00:00
	Application Management – Objectives	00:00:00
	Application Management – Principles	00:00:00
	Application Lifecycle	00:00:00
	Application Management – Generic Activities	00:00:00
	Application Management – Organizational Structures	00:00:00
	Application Management – Roles & Responsibilities	00:00:00
	Application Management – Metrics	00:00:00
	Application Management – Documentation	00:00:00
4.0 Lesson: It Operations Management
	Introduction to IT Service Operations Management	00:00:00
	IT Operations	00:00:00
	IT Operations – Role	00:00:00
	IT Operations – Objectives	00:00:00
	IT Operations – Organizational Structures	00:00:00
	IT Operations – Metrics	00:00:00
	Operations Management – Documentation	00:00:00
5.0 Lesson: Service Operation Functions Summary
	Service Operation Functions Summary	00:00:00
	Checkpoint	00:00:00
	Chapter 05 Review	00:00:00
➤ Module 06: Technical Considerations – VO
1.0 Lesson: Service Operation Organizational Structures
	Organizational Structures	00:00:00
	Specialization Based Structures	00:00:00
	Activity Based Structures	00:00:00
	Process Based Structures	00:00:00
	Geography Based Structures	00:00:00
	Hybrid Structures	00:00:00
2.0 Lesson: Roles & Responsibilities
	Introduction	00:00:00
	Generic Roles	00:00:00
	Service Owner	00:00:00
	Process Owner	00:00:00
	Process Manager	00:00:00
	Process Practitioner	00:00:00
	Service Operation – Roles	00:00:00
	Service Desk	00:00:00
	Technical Management	00:00:00
	IT Operations	00:00:00
	Application Management	00:00:00
	Event Management	00:00:00
	Incident Management	00:00:00
	Request Fulfillment	00:00:00
	Problem Management	00:00:00
	Access Management	00:00:00
3.0 Lesson: Technology Considerations
	Service Operation Technology Considerations	00:00:00
	Event Management Desired Features	00:00:00
	Incident Management Desired Features	00:00:00
	Request Fulfillment Desired Features	00:00:00
	Problem Management Desired Features	00:00:00
	Access Management Desired Features	00:00:00
	Service Desk Desired Features	00:00:00
4.0 Lesson: Implementing Service Operation
	Service Operation Implementation	00:00:00
	Managing Change in SO	00:00:00
	SO & Project Management	00:00:00
	Assessing & Managing Risk	00:00:00
	Involvement in Design & Transition	00:00:00
	Planning & Implementing Technology	00:00:00
	Challenges	00:00:00
	Critical Success Factors	00:00:00
	Risks	00:00:00
5.0 Lesson: Service Operation Considerations Summary
	Service Operation Considerations Summary	00:00:00
	Checkpoint	00:00:00
	Chapter 06 Review	00:00:00
	Course Closure	00:00:00