ITIL® Intermediate Service Operation (SO) - Include Official Exam

The ITIL Intermediate Module – Service Operation course provides in-depth knowledge on how to improve IT Service Management. Learners will gain an understanding in operation processes and their associated roles, responsibilities, risks, challenges and critical success factors. The primary objective is to help individuals and organisations to effectively manage the performance of its products and services. This is a crucial stage of the lifecycle process and to ensure that the products and services provide efficient resources for users.

The ITIL Intermediate Module – Service Operation course discusses review of service operation activities and interaction of activities with other lifecycle processes.

The ITIL Intermediate Module – Service Operation course teaches learners how functions are mapped according to various roles and responsibilities. The Service Operation module is worth 3 credits to achieve the minimum of 17 credits required before the final step of ITIL Expert Level. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of the ITIL Intermediate Module – Service Operation course.

Learning Outcomes

• Gain an understanding of service operation.
• Learn about service operation processes.
• Understand how to organise for service operation functions.
• Learn how to implement service operation.
• Learn the principles and purposes of service operation.

Course Curriculum

Module 01: Course Introduction – Vo

1. Course Organization
2. Course Conventions & Agenda

Module 02: It Service Lifecycle Service Operation

1. Introduction To Service Operation
2. Principles Of Service Operation
3. Service Operation Summary

Module 03: Service Operation Processes

1. Event Management
2. Incident Management
3. Request Fulfillment
4. Problem Management
5. Access Management
6. Operational Activities Of Other Lifecycle Processes
7. Service Operation Processes Summary

Module 04: Common Service Operation Activities

1. Common Activities
2. Common Activities Summary

Module 05: Service Operation Functions

1. Service Desk Function
2. Technical Management Function
3. Application Management Function
4. It Operations Management
5. Service Operation Functions Summary

Module 06: Technical Considerations – Vo

1. Service Operation Organizational Structures
2. Roles & Responsibilities
3. Technology Considerations
4. Implementing Service Operation
5. Service Operation Considerations Summary

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course. The course is self-paced and you can complete it in stages, revisiting the lectures at anytime.

Method of Assessment

At the end of the ITIL Intermediate Module – Service Operation course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate Module – Service Operation.

Awarding Body

The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest.

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.