Show


Sign up with Linkedin

Lost your password? Please enter your email address. You will receive a link to create a new password.

Back to log-in

Close

Plus icon:

Service Lifecycle: Service Operation

Certification Program (SO)

Maintain an efficient, smooth service consumption as well as a continuous service improvement by understanding the associated challenges and principles.

Schedules Play Course Overview

Overview


For service managers and other professionals who are responsible for maintaining and managing service operations,day-to-day tasks would include service desk and service request management, incident and problem management and the interpretation and management of other service operation activities. The ITIL® intermediate SO or Service Operation Qualification, as the name suggests, is an intermediate certificate that focuses on these activities by giving you an introduction to the principles, processes, activities and functions of service operations, and the challenges, critical success factors and risks associated with it. Besides being a free standing qualification, it is also one of the modules that leads to the ITIL® Expert Certificate in IT Service Management.

This intensive examination is a reflection of your knowledge of industry best practices in service management as documented in the ITIL Service Operation publication. Xebia’s workshop is aimed at preparing you for this exam with in-depth courseware and coaching by industry experts who will familiarize you with the tips and tricks to clear the exam at the first go. Enrol today and start the process of becoming an ITIL® expert.

Course Curriculum


  • Service Operation Practices

    • Purpose and Objectives of Service Operation
    • Scope of Service Operation
    • Context of Service Operation in the Service Lifecycle
    • Business Value of Service Operation
    • Fundamentals
  • Service Operation Principles

    • Achieving Balance in Service Operation
    • Providing Good Service
    • Operations Staff Involvement in Other Lifecycle Stages
    • Operational Health
    • Communication
    • Documentation
    • Service Operation Inputs and Outputs
  • Event Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Challenges and Risks
  • Incident Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Challenges and Risks
  • Problem Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs and Outputs
    • CSFs and KPIs
    • Challenges and Risks
  • Request Fulfillment Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Challenges and Risks
  • Access Management Process

    • Purpose, Objectives, and Scope
    • Business Value
    • Policies, Principles, and Basic Concepts
    • Process Activities, Methods, and Techniques
    • Triggers, Inputs, and Outputs
    • CSFs and KPIs
    • Challenges and Risks
  • Common Service Operation Activities

    • Monitoring and Control
    • IT Operations
    • Server and Mainframe Management and Support
    • Network Management
    • Storage and Archive
    • Database Administration
    • Directory Services Management
    • Desktop and Mobile Device Support
    • Middleware Management
    • Internet/Web Management
    • Facilities and Data Center Management
    • Operational Activities of Processes in Other Lifecycle Stages
    • Improvement of Operational Activities
  • Service Desk Function

    • Role, Objectives, and Organizational Structures
    • Service Desk Staffing and Environmental Considerations
    • Key Considerations for Outsourcing the Service Desk
    • Key Roles Supporting the Service Desk
  • Technical Management Function

    • Role, Objectives, and Activities
    • Relationship Between Technical Design and Technical Maintenance and Support
    • Metrics to Measure Technical Management
    • Key Technical Management Documentation
    • Roles Supporting Technical Management
  • IT Operations Management Function

    • Role, Objectives, and Activities
    • Metrics to Measure IT Operations Management
    • Key IT Operations Management Documentation
    • Roles Support IT Operations Management
  • Applications Management Function

    • Role, Objectives, and Activities
    • Principles of Application Management
    • Application Management Lifecycle
    • Metrics to Measure Applications Management
    • Key Applications Management Documentation
    • Roles Supporting Applications Management
  • Service Operation Organizational Structures

    • Different Approaches to Organizing Functions
    • Advantages and Disadvantages of Each Organizational Approach
  • Technology and Implementation Considerations

    • Generic Technology Considerations
    • Event Management Technologies
    • Incident Management Technologies
    • Problem Management Technologies
    • Request Fulfillment Technologies
    • Access Management Technologies
    • Service Desk Technologies
    • Managing Change in Service Operation
    • Service Operation and Project Management
    • Assessing and Managing Risk in Service Operation
    • Operational Staff Involvement in Service Design and Service Transition
    • Planning and Implementing Service Management Technologies
    • Challenges of Service Operation
    • CSFs of Service Operation
    • Risks of Service Operation
  • Exam Preparation/Mock Exam

Prerequisite


In order to attend the workshop, you must have:

  • ITIL Foundation Certificate in IT Service Management or an earlier ITIL (V2) Foundation plus Foundation Bridge

In order to appear for the examination participants must:

  • Have completed an accredited course from an ITIL® Accredited Training Provider.
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)

Certification


In order to achieve ITIL® Intermediate Service Operation certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

Reviews

Contact Us
+91-(0124)-470-0200

Traning For:
Enroll Now
Become a Trainer
Love to educate people about your favorite subject? Create your own online course with Xebia.


Start Teaching

For Corporates
Develop your workforce with the right skills. We train and engage your people with highly skillful training programs.

Get Xebia for Business