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ITIL Intermediate SO
overview

Professionals involved in the management of IT service operations will benefit from the ITIL Intermediate SO. This SO course focuses on IT governance, risks, budgets, and strategic assets. You will gain service operation expertise during the strategy, design, and transition phases as you get prepared for the ITIL SO exam.

course details
COURSE DURATIONLANGUAGECERTIFICATE
180 DaysEnglish
  • DISS Certificate
  • AXELOS Certificate
 *Please notify us if an interpretation is required 
course benefits/progression opportunities
Course objectives
  • Prepare for and pass the ITIL Service Operation (SO) exam
  • Plan key activities for ITIL Service Operation processes
  • Maintain stability in SO while allowing for changes in design, scale, scope, and service
  • Support operations through new models and architectures
  • Evaluate SO processes with critical success factors and KPIs
course outline
Module 1: IntroductionModule 2: Service Operation PrinciplesModule 3: Service Operations ProcessesModule 4: Common Service Operation Activities
  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio
  • Achieving Balance in Service Operation
  • Internal IT View vs. External Business View
  • Stability vs. Responsiveness
  • Quality of Service vs. Cost of Service
  • Reactive vs. Proactive
  • Providing Good Service
  • Operational Health
  • Communications
  • Meetings
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Request Fulfilment
  • Problem Management
  • Access Management
  • Monitoring
  • Reporting
  • Control
  • Key Performance Indicators
  • Console Management/Operations Bridge
  • Jo Scheduling
  • Backup
  • Restore
  • Print & Output Management
  • Server & 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 Centre Management
Module 5: Organizing for Service Operation FunctionsModule 6: Technology ConsiderationsModule 7: Implementing Service OperationModule 8: Challenges, risks and critical success factors
  • Service Desk Function
  • Technical Management Function
  • Applications Management
  • IT Operations Management
  • Tools to support SO activities
  • Summary
  • Managing Change in Service Operation
  • Planning & Implementing Service Management Technologies
  • Deployment and Capacity Checks

 

  • Challenges
  • Critical success factors
  • Risks
  • Summary
COURSE TYPE: SELF-BASED LEARNING
DURATIONPRICE
180 DaysUSD 970.00
TESTIMONIAL

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Meet THE INSTRUCTORS
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