ITIL® Service Operation (SO) eLearning - $699.00

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  • Accredited by PeopleCert

  • Credits awarded: 3

  • 23 hours of course material

  • FREE exam voucher

  • Practice exams & revision modules

  • Instant 6 months access

  • 24/7 tutor support

  • 91% average first time pass rate

ITIL® Service Operation (SO)

Course Overview - Watch the Trailer

Study for a qualification in ITIL Service Operation (SO) by taking an accredited online training course from Good e-Learning!

The ITIL Service Operation (SO) module shows students how to ensure that the strategy requirements defined in the Service Design (SD) stage and moved into a live environment during the Service Transition (ST) stage are successfully delivered. The SO stage usually involves addressing and repairing any service failures, fulfilling user requests and carrying out routine maintenance and operational tasks.

The course is designed to help you to prepare to take and pass the exam leading to the ITIL Intermediate Certificate in Service Operation. Success in the exam will also earn you 3 credits towards the 22 credits required to gain the ITIL Expert qualification.

This course is fully accredited by PeopleCert and licensed by AXELOS as an official examination institute for an ITIL Service Operation qualification in IT Service Management.

Why you should take this course:

The purpose of this course is to help you gain detailed knowledge of industry practices in IT Service Management (ITSM), as documented in the ITIL Service Operation (SO) publication. This course will provide you with a good understanding of the principles of the SO stage, its processes and other aspects of this crucial phase in the ITIL Service Lifecycle.

ITIL Service Operation (SO) is a free-standing qualification and is one of fiveITIL Service Lifecycle modules that can help you work towards your ITIL expert qualification.

The course covers the management-level concepts and core information of the supporting activities within Service Operation, but not specific details about each of the supporting processes.

Students who complete this course will have learnt:

  • A good understanding of the principles of the Service Operation stage, as well as its core processes and other aspects

  • A detailed knowledge of industry practices in IT Service Management (ITSM), as documented in the ITIL Service Operation publication

Key features of this course:

  • Accredited by PeopleCert

  • Credits awarded: 3

  • 23 hours of course material

  • 1x FREE exam voucher on request

  • Instant 6 months access

  • Quizzes and revision modules

  • Increase your earning potential by up to 20%

  • Average first time pass rate of 91%

 

Course Syllabus - Download the Datasheet

  • Module 1: Introduction to Service Operation

    • Learning Objectives

      This module covers the introduction of the core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.

      The candidate must be able to understand and describe:

      The purpose and objectives of service operation
      The scope of service operation
      Service operation’s value to the business
      Service operation fundamentals
      The context of service operation in relation to the other stages of the service lifecycle

  • Module 2: Service Operation Principles

    • Learning Objectives

      This module addresses service operation principles. All aspects related to operations are covered including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health.

      The learning objectives for this lesson cover the knowledge, interpretation and analysis of service operation principles:

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

  • Module 3: Service Operation Processes

    • Learning Objectives

      The module covers the managerial and supervisory aspects of service operation processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

      Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

      The candidate must be able to understand and describe:

      The purpose and objectives
      The scope of the process
      Value to the business
      High level process activities, methods and techniques
      Triggers, inputs, outputs and interfaces
      CSFs and KPIs
      Challenges and risks

  • Module 4: Common Service Operation Activities

    • Learning Objectives

      This module covers the activities commonly performed in service operation.

      The learning objectives for this module cover the knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

      The candidate must be able to understand, describe, apply, or analyze:

      Monitoring and control, as it relates to event management in service operation
      IT operations for management of the operational environment
      Server and mainframe management and support
      Network management
      Storage and archive
      Database administration
      Directory services management
      Desktop and mobile device support
      Middleware management
      Internet or web management
      How the activities of service operation interact with the processes in the other lifecycle stages
      Facilities and data centre management

  • Module 5: Organizing for Service Operation

    • Learning Objectives

      This module covers the knowledge, interpretation and analysis of the organization of service operation through the service operation functions (e.g. service desk, technical management, IT operations management and application management) and maps these functions to roles, responsibilities and activities as well as organizational structures.

      The lesson covers:

      Organization of service operation through the service operation function of the service desk
      Technical management function
      IT operations management function
      Application management function
      Organizational structures

  • Module 6: Technology Considerations

    • Learning Objectives

      This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to service operation practices.

      This module enables understanding of the following:

      The generic requirements for service management tools
      Event management
      Incident management
      Request fulfilment
      Problem management
      Access management
      Service desk

  • Module 7: Implementation of Service Operation

    • Learning Objectives

      This module covers how implementation considerations contribute to service operation.

      The candidate must be able to understand, describe, apply, or analyze:

      Managing change in service operation
      Service operation and project management
      Assessing and managing risk in service operation
      Operations staff involvement in service design and service transition
      Planning and implementing service management technologies within a company

  • Module 8: Challenges, Critical Success Factors and Risks of Service Operation

    • Learning Objectives

      This module covers the challenges and risks facing service operation and how critical success factors (CSF) contribute to service operation.

      The learning objective for this module is to understand the:

      Challenges
      Critical success factors
      Risks

  • Module 9: Exam Preparation

    • Learning Objectives

      This module summarizes the material covered in the previous modules and prepares candidates for the examination.

 

Exams / Assessments

In order to achieve this ITIL Intermediate level qualification, you must pass the ITIL® Service Operation Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes. To pass the exam you must score 28/40 (70%). If successful, you will gain 3 credits towards ITIL Expert level. Candidates sitting the examination in a language other than their first language will have a maximum of 120 minutes and will be allowed to use a dictionary.

You will be tested on:

  • 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 and Risks of Service Operation

  • Exam Preparation

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCert website for a complete list of information and guidance.

 

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