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ITIL® Intermediate Service Operation (SO)

25,000.00 23,000.00

The ITIL® Intermediate Service Operation Certificate provides a complete management-level overview of Operational Support and Analysis including all its related activities.


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What are the features of this course?

ITIL® Intermediate Service Operation (SO) Prep Module has been designed with the following features:




27 PMI® PDUs yes Icon yes Icon yes Icon
Classroom study material
  • Workbook
  • Chapter test booklet
  • 2 Official sample papers
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Mobile Applications no Icon yes Icon yes Icon
Online Study Material
  • Videos, Case Studies
  • Chapter tests
  • Terms and concepts
  • Pod casts
  • Study Guides
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Interactive Case Study: Professor Bubbleman App to help you apply the concepts learnt in real life scenarios. yes Icon yes Icon yes Icon
Scheduled availability of the Trainer to clarify doubts no Icon yes Icon no Icon
Trainer-led workshop no Icon no Icon yes Icon
Complimentary lunch, tea snacks during training days no Icon no Icon yes Icon
Validity of Online Content 180 days 60 days 60 days
Pace of Training Self-Paced Self-Paced & Trainer Availablity Trainer-led
Trainer Support: Email support by experienced accredited trainers during the duration of the course and post course. yes Icon yes Icon yes Icon

What is the syllabus of this course?

Introduction to Service Operation

  • The main purpose and objective of service operation
  • The scope of service operation
  • The context of service operation and the service lifecycle service lifecycle
  • The value to the business
  • Service operation fundamentals

Service Operation Principles

  • Achieving balance in service operation
  • Providing good service
  • Involvement in other lifecycle stages
  • Operational health
  • Communication
  • Documentation
  • Service operation inputs and outputs

Service Operation Processes

  • Purpose and objectives
  • Scope
  • Value to Business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques
  • An understanding of the basic flow and activities.
  • This will be facilitated by the following figures:

    • Event management
    • Incident management
    • Request fulfilment
    • Problem management
    • Access management
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
    • 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 centre management
    • Operational activities of processes covered in other lifecycle stages
    • Improvement of operational activities
    • Continual Service Improvement

    Organizing for Service Operation

    • Functions
    • Service desk function
    • Technical management function
    • IT operations management function
    • Application management function
    • Roles
    • Service operation organizational structures

    Technology Considerations

    • Technology, tools and telephony requirements for the service operation processes and functions, including:
      • Generic requirements
      • Event management
      • Incident management
      • Request fulfilment
      • Problem management
      • Access management
      • Service desk

    Implementation of Service Operation

    • Managing change in service operation
    • Service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff in design and transition
    • Planning and implementing service management Technologies

    Challenges, Critical Success Factors and Risks

    • Challenges
    • Critical success factors
    • Risks

Who should take this course?

The main target group for the ITIL Intermediate Qualification: Service Operation Certificate includes, but

is not restricted to:

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • ITSM trainers involved in the ongoing management, co-ordination and integration of operation activities within the service lifecycle
  • Individuals who require a detailed understanding of the ITIL service operation stage of the ITIL service lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working within or about to enter a service operation environment and requiring an understanding of the concepts, processes, functions and activities involved
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

What are the prerequisites to learn this course?

To be eligible for the ITIL Intermediate Qualification: Service Operation examination, the candidate must have fulfilled the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • A basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5)
  • It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination, specifically Chapter 2: Service management as a practice.

What will you learn?

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation: functions
  • Technology considerations
  • Implementation of service operation
  • Challenges, critical success factors and risks.
  • In addition the training for this certification should include examination preparation, including a mock examination opportunity.

What is the Exam format of this course?

  • Examination structure: Questions from all chapters, testing both understanding as well as memory
  • Question structure: Multiple choice
  • Extensive examination practice and feedback is included in the workshop.
  • Participants will be requested to take the ITIL examination on the final day of the course. The examination consists of:
  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

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