ITIL Intermediate Service Operation (SO) Certification Training

• 2 - Day interactive instructor-led ITIL SO training
• Highly qualified, certified, and accredited trainers
• ITIL SO course adhered to global standards

• AXELOS official ITIL SO certificate
• Get ITIL SO Study Guide created by subject matter experts
• 98.9% pass success rate

• Get to know industry best practices and case studies
• Prepare better with sample mock tests

• Introduction to Service Operation
• Service Operation Principles
• Service Operation Processes

• Common Service Operation Activities
• Organising for Service Operation
• Technology Considerations

• Implementation of Service Operation
• Challenges, Critical Success Factors and Risks

The daily agenda of the 2-day ITIL SO Training is detailed below:

• Day One
• Introduction to Service Operation

• Purpose, objective, scope, and value to business of service operation
• The context of service operation and service lifecycle
• Service operation fundamentals
• Service Operation Principles

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

• Purpose, objectives, scope, and value to business of each process
• Policies, principles and basic concepts
• Process activities, methods, and techniques
• Triggers, inputs, outputs, and interfaces
• Critical success factors and KPIs
• Challenges and risks
• Common Service Operation Activities

• Monitoring and control
• IT operations
• Server and mainframe management and support
• Network management
• Storage and archive
• Database administration
• Directory service management
• Desktop and mobile device support
• Middleware management
• Internet / web management
• Facilities and data center management
• DOperational activities of processes covered in other lifecycle stages
• Improvement of operational activities
• Day Two
• Organizing for Service Operation

• Functions
• Service desk function
• Technical management function
• Application management function
• Roles
• Service operation organisational structures
• Technology Considerations

• Generic requirements
• Event management
• Incident management
• Request fulfillment
• Problem management
• Access management
• Service desk
• Implementation of Service Operation

• Managing change in service operation
• Service operation and project management
• Assessing and managing risk in service operation
• Operational staff in design and transition
• Planning and implementing service management technologies
• Challenges, Critical Success Factors, Risks

• Challenges
• Critical success factors
• Risks