ITIL® Service Operation (SO) eLearning - Syllabus - $699.00

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  • Accredited by PeopleCert

  • Credits awarded: 3

  • 23 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

This e-learning course contains all the learning materials you need in order to prepare for the ITIL Service Design exam.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Operation Certificate in IT Service Management.

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 23 hours of personal study. You will also have the option to get help from the Good E-Learning tutors at any time!

 

Full Details of our ITIL SO Course:

Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Browse the contents of this eLearning course by clicking on a module title below that you would like to know more about. Why not try a free trial module of our course before you buy!

  • Module 1: Introduction to Service Operation

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

    • 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

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

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