ITIL® Service Operation (SO) eLearning - $640 (with exam)

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Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 20+ hours

  • Access period: 6 months

  • Credits awarded: 3

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Service Operation (SO)
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  Wasn't sure if I should do in-class or self paced. The ITIL training from Good e-Learning was well organized and the quizzes were a great recap. I passed the exam!  

Please note that ALL ITIL v3 Intermediate level courses will be discontinued by AXELOS on January1st 2022. After this date, students will not be able to sit an exam.

Looking for the latest version of the ITIL framework? Visit our ITIL® 4 Foundation course page and try a FREE trial!

About this course:

Earn your ITIL Service Operation (SO) certification with the award-winning online training team at Good e-Learning!

This course will take you through the processes, principles, and operational activities and functions that enable IT service providers to manage service performance. You will also study the relationship between Service Operation and the other stages of the ITIL Service Lifecycle, including Operational Support & Analysis (OSA). Kickstart your ITIL V3 training and take another step towards becoming a certified ITIL Expert today!

Who is this course aimed at?

  • ITIL Learners who have passed the ITIL V3 Foundation exam

  • Organizations that wish to fully adopt ITIL V3’s best practices

  • Anyone seeking a practical understanding of the Service Operation stage of the ITIL Lifecycle

  • Learners looking to pass the ITIL Service Operation (SO) exam on their first attempt

What will you learn by taking this course?

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

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

  • Everything needed to pass the official ITIL Service Operation (SO) exam

Why should you take this course?

  • ITIL is one of the world’s most popular and successful frameworks for IT service management

  • Good e-Learning is an award-winning training provider as well as an accredited ‘Market Leader’ for ITIL training

  • The course features interactive slides, custom graphics, and instructor-led videos, along with other online training assets created with help from highly experienced ITIL practitioners

  • The course features regular knowledge checks, as well as a practice exam simulator

  • Good e-Learning offers expert tutor support

  • Passing the ITIL Service Operation (SO) exam is worth three ITIL credits, which can be used to qualify for the ITIL MALC exam

  • We offer each student 6 months of access, a FREE exam voucher, as well as a FREE resit with Exam Pledge (T&Cs apply)

  • This course is fully accredited by PeopleCert on behalf of AXELOS

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
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:

Critical success factors

Module 9: Exam Preparation

Learning Objectives

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

In order to achieve this ITIL Intermediate 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.

This course comes with a FREE exam voucher and is eligible for exam pledge (a free resit on us!) - That's how confident we are that you'll pass first time!

Before booking your exam, it will be a good idea to make sure that your device meets the technical requirements. You can do so via this online test. This test will examine the suitability of your webcam, microphone and internet connection. Please visit the PeopleCert website for more information and guidance.

When you are ready to use your free exam voucher, simply contact Exam voucher requests are typically processed within 2 working days but please allow up to 5. Students must request their exam voucher within the course access period which starts from the date of purchase. For more information, please visit our Support & FAQs page.

ITIL v3 Intermediate SO exam:

  • It is a complex multiple-choice exam with 8 scenario-based questions

  • There is a time limit of 90 minutes to complete the exam

  • The exam is closed book, with only the provided materials being permitted for use

  • The pass mark for the exam is 70%: you must get 28 out of 40 questions correct

  • Successfully passing the exam will earn delegates 3 credits towards ITIL Expert level

  • In countries where English is a second language, the time allocated for the exam is extended to 120 minutes

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

What is ITSM?

ITSM stands for 'IT Service Management': using policies, procedures, and best practices to optimize IT services for clients and employees.

How much is an ITIL certification worth?

According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 (or £18,000 and over £118,000), depending on their experience, role, and certification level.

How does ITIL work?

ITIL provides users with a set of best practices for creating optimized IT services. It establishes cultures of continuous improvement, ensuring that users can enjoy long term benefits with IT services continually aligned with business goals and strategies.

It also aims for resource optimization and looks to continually improve essential processes.

How can ITIL benefit businesses?

ITIL 4 is a modernized framework that fully-equips users to optimize their IT practices. It creates cultures of continuous improvement, enabling organizations to deliver top-quality IT products and services whilst also continually reviewing their own processes.

ITIL 4 is also highly adaptable, not only making it future-proof but also allowing users to combine it with other popular methodologies such as DevOps.

What's new with ITIL 4?

There were three major changes with the release of ITIL 4. Firstly, it is more industry and community-driven, with ITIL practitioners helping to update the framework. Next, it can be easily integrated with other popular frameworks, such as DevOps, Agile, and Lean. Finally, ITIL 4 has an all-new certification path.

What is AXELOS?

AXELOS is a joint venture company behind a variety of highly popular best practice frameworks, including ITIL 4, PRINCE2, MSP, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 can be integrated with several other frameworks, including Agile, DevOps, and Lean. Some practitioners even use it alongside PRINCE2.

Save 10% today with code: ITIL-10


Key Features:

  • Fully accredited:

  • Exam voucher included:

  • Free resit (T&Cs apply):

  • Course duration: 20+ hours

  • Access period: 6 months

  • Credits awarded: 3

  • Tutor support:

  • Quizzes & practice exams:

  • Mobile compatible:

ITIL® Service Operation (SO) Logo Course Conductor Winner

Mark Smalley - Course Advisor

Leading IT Management Consultant, Author & Contributor to the ITIL 4 Framework

  Many individuals and corporate organizations around the world use Good e-Learning to remain relevant in today's changing world. Their ITIL courses are attractively presented and easy to follow giving students the best possible chance at succeeding in the examination  

This ITIL v3 course has a 93% 1st time pass rate and can increase your earning potential by up to 35%!  TRY A FREE TRIAL

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At Good e-Learning, we're dedicated to ensuring success. That's why we offer Exam Pledge which entitles students to a free exam retake on any eligible course (see full list).

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As long as you have completed the course in full and have scored at least 80% on the exam simulator, you will be eligible for Exam Pledge. Proof of date for the first exam failure must be provided and the resit must be booked within 3 months of the failed first exam. Exam Pledge is only available for courses purchased on or after 01/10/2019 and cannot be used for anyone sitting an exam for the third time. The course must be purchased directly through Good e-Learning and must have a valid order number. Please see full terms here.