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.
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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)
ITIL®, RESILIA™, PRINCE2®, and the Swirl logo™ are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.
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 | ||
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