ITIL^® Intermediate Service Operation (SO) Training

Overview
Course Content
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ITIL^® Intermediate Service Operation training focuses on the principles, processes, functions, and techniques associated with the service operation phase of the Service Lifecycle. The training delivered by an industry expert will explain how to enable the individuals to successfully manage their products, use services, coordinate efficiently, and execute the activities properly to improve the IT Service Management. Through the scenario-based learning, the aspirants will learn how on following the best practices of Service Operations, an organization can optimally utilize the resources for their users.

At the end of the training, you will be holding the following skillset:

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

Target audience

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

Prerequisites

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.

Exams

ITIL^® Intermediate Service Operation Certification

1. Introduction to Service Operation
2. Service Operation Principles
3. Service Operation Processes
4. Common Service Operation Activities
5. Organizing for Service Operation
6. Technology Considerations
7. Implementation of Service Operation
8. Technology and implementation considerations
9. Challenges, critical success factors and risks

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