Course Overview

ITIL Service Operation (SO) is an ITIL Intermediate Module in the Lifecycle track, focusing on the processes, principles, function and operational activities that help companies and individuals to manage their service & product performance.


The SO module offers the best practice guidelines in performance and coordination of activities, enabling the ongoing operational and management service development.

Proctorlearn offers 3-days intensive training in Bangalore on the ITIL Intermediate SO course, led by high experience and certified trainers. Our course content includes 2 simulated ITIL Intermediate SO mock tests with 80 sample questions.

Reviews

• 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
• ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes)

Introduction to Service Operation:

• The purpose, objectives and scope of service operation
• The value to the business
• The context of service operation in the ITIL® Service lifecycle The fundamental aspects of service operation and the ability to define them

Service Operation Principles:

• The basic conflict between maintaining the status quo and adapting to changes in business needs
• Understanding operational health
• Need for good documentation
• Need for good communication including communication strategy
• Service Operation’s input and output

Service Operation Processes:

• The main processes of Service Operation will be extensively covered, highlighting their operational and interactions between these processes. Service Operations include 4 main processes which are Event Management, Incident Management, Request Fulfillment and, Access Management.

Common Service Operation Activities:

• Common activities of Service Operation are coordinated for the ongoing management of the technology
• Monitoring, Reporting and Control contributes to ongoing management of the services and the technology
• How the operational activities of processes covered in other lifecycle stages contribute to service operation.
• How IT operations staff should look for opportunities to improve the operational activities

Organizing for Service Operation:

• Role, objectives and activities of each of the four functions of service operation: ( Service Desk, Technical Management Function, IT Operations Management, Application Management )
• Service operation roles, responsibilities and structure

Technology Considerations:

• The generic requirement of Technology that support service management
• The specific technology required to support the service operations process and functions

Implementation of Service Operation:

• The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO

Technology and implementation considerations:

• Specific issues relevant to implementing service operation including
• Managing Change in Service Operation
• Assessing and Managing Risk
• Operations Staff involvement in Service Design and Service Transition
• Planning and implementing service management technologies within a company

Challenges, critical success factors and risks

• The challenges, CSF’s and Risk related to Service Operations

Q1. How many credits will I be eligible for?
You will obtain 3 credits towards ITIL Expert certification and 21 PDUs for PMI recertification.

Q2. What are the payment modes?
Visa Debit/ Credit Card, MasterCard, Amex.

Q3. What languages are the examination available in?
The Foundation examinations are in English, Chinese, Spanish, Russian, French, Japanese, Portuguese and German.
The Practitioner examinations are only in English.
The Service Manager examinations are in Russian, English and German.

Q4. What happens if I fail an exam?
In the unfortunate case you fail an examination, you can take part in another examination session, which is subject to a resit fee. There is no limit to the no. of times you can appear for the examination.
Exam pass rates are much higher for delegates who have sat an accredited training course. You should consider potential resit costs when choosing the most appropriate training route.

Q5. What is Prometric and what is its role?
Thomson Prometric is a global provider of online-based examinations. The ITIL Foundation test is available in the Prometric Authorized Testing Centers.

Q6. How long do I have to wait for the results of my multiple-choice examinations?
For each multiple-choice exam, every candidate receives the result paper and certificate within four weeks of the examination session.

Q7. Where are PDUs applicable?
PDU credits are awarded by Project Management Institute (PMI). They recognize your commitment to the Agile world through credit awards for every educational effort you make throughout your career. PDUs are offered by the PMI, and every PMI certification (except the CAPM) needs you to obtain a specific number of PDUs per 3-year certification cycle.