ITIL® Intermediate Service Operation (SO) Training

• Good understanding about the purpose, objective, and scope of service operation
• Adapting to changes as per business needs and working accordingly
• Handling different processes involved in service operations, namely event management, problem management, incident management and more
• Identifying opportunities to improve the ongoing management of of operations
• Defining service operations roles, responsibilities, and structure
• Finding technologies, identifying its associated risks and providing its implementation that support service operations

• Professionals involved in the ongoing management, integration, and co-ordination of the service operations within the service lifecycle
• Candidates looking for a deep-understanding on operations in ITIL^®

Specifically, some professionals with the following titles may be interested in this training:

• Release Manager
• Security Manager
• Security Administrator
• Database Administrator
• Network Support
• Applications Support
• IT Operations Manager
• Service Desk and Incident Manager

• While there is no formal prerequisite for this training, however candidates with a strong interest in service operation principles and processes are the ideal participants for this course.
• However, for writing the ITIL^® Intermediate Service Operation Certification exam the candidate must have atleast two years of industry experience and hold the ITIL^® Foundation Certificate in IT Service Management.

1. Introduction to Service Operation

• Purpose, objectives and scope of service operation
• Value to the business
• Context of service operation in the ITIL® Service lifecycle
• Fundamental aspects of service operation and the ability to define them

2. Service Operation Principles

• 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

3. Service Operation Processes

• Use, interaction and value of each of the service operation processes (Event Management, Incident Management, Problem Management, Request fulfillment, Access Management)

4. 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

5. 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

6. Technology Considerations

• Generic requirement of Technology that support service management
• Specific technology required to support the service operations process and functions

7. Implementation of Service Operation:

• 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

8. 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

9. Challenges, critical success factors and risks

• Challenges, CSF’s and Risk related to Service Operations