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ITIL Intermediate SO
course information

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 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: Introduction

  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio

Module 2: Service Operation Principles

  • 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

Module 3: Service Operations Processes

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Request Fulfilment
  • Problem Management
  • Access Management

Module 4: Common Service Operation Activities

  • 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 Center Management

Module 5: Organizing for Service Operation Functions

  • Service Desk Function
  • Technical Management Function
  • Applications Management
  • IT Operations Management

Module 6: Technology Considerations

  • Tools to support SO activities
  • Summary

Module 7: Implementing Service Operation

  • Managing Change in Service Operation
  • Planning & Implementing Service Management Technologies
  • Deployment and Capacity Checks

Module 8: Challenges, risks and critical success factors

  • Challenges
  • Critical success factors
  • Risks
  • Summary
CERTIFICATION
  • DISS CERTIFICATE
  • AXELOS CERTIFICATE
course price

USD 970.00

SELF-BASED LEARNING

COURSE ACCESS DURATION: 180 DAYS

PRICE: USD 970.00

TESTIMONIAL

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Meet THE INSTRUCTORS
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