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Course description

  • What are the course objectives?

    The Service Operation (SO) module is one of the qualifications within the ITIL Service Lifecycle category of the ITIL Intermediate level. The SO module focuses on coordinating activities during service strategy, design and transition phases of the services lifecycle. This certification is designed for professionals involved in the management of IT service operations.

    Simplilearn ITIL Intermediate SO certification training allows candidates to prepare for the ITIL SO exam at their own pace. You’ll attain three credits towards reaching ITIL Expert level by passing the ITIL Intermediate SO exam.

  • Why is this certification in such high demand?

    The ITIL framework sets international quality benchmarks for IT professionals around the world. The value of ITIL has grown sharply in recent years and an ITIL certification is fast becoming an entry-level requirement for a majority of IT-based roles. The ITIL Intermediate SO Certification is a key requirement for attaining the ITIL Lifecycle Expert certification and will help you prepare for and pass the ITIL Service Operation exam. This certification prepares IT professionals to successfully manage the performance of their services and products and enhance the quality of IT service management.

  • What skills will you learn?

    After completing this course, you will be able to:
    • Describe Service Operation purpose, objectives, scope and value to business and the key components of the ITIL library
    • Explain the involvement of Service Operation staff within other lifecycle stages
    • Describe the operational activities in other lifecycle stages
    • Explain how Service Operation is organized and how its functions are structured
    • List the challenges, critical success factors and risks associated with Service Operation

  • What are the career benefits of this course?

    The demand for certified professionals in the SO module of ITIL is growing dramatically in the global IT market. Certified professionals will open the door to new career opportunities such as service delivery manager, incident manager, service engineer and quality consultant.
     
    Professionals with ITIL Intermediate SO Certification earn 40% higher salaries than their non-certified peers. According to the recent surveys by payscale.com, the average median salary of certified professionals in this field is $81,418 per year.

  • Who should take this course?

    The target group for the ITIL Intermediate SO Certificate includes, but is not limited to:
    • Chief Information Officers (CIOs)
    • Chief Technology Officers (CTOs)
    • IT managers and supervisory staff
    • Team leaders
    • Service designers
    • IT architects
    • IT planners
    • IT consultants
    • IT audit managers
    • IT security managers

Course preview

  • ITIL Intermediate SO
    • Learning Unit 00 - Introductory Lesson 35:02
      • 0.1 ITIL 2011 Lifecycle Module Service Operation01:12
      • 0.2 Agenda01:03
      • 0.3 Objective00:22
      • 0.4 ITIL® 2011 Introduction00:54
      • 0.5 ITIL® 2011 Intermediate00:44
      • 0.6 ITIL - Qualification Criteria01:53
      • 0.7 Definition Of Service Lifecycle00:48
      • 0.8 Definition Of Service Capability00:44
      • 0.9 Difference between Lifecycle And Capability Modules00:35
      • 0.10 Managing Across The Lifecycle00:43
      • 0.11 Accreditation Institute00:43
      • 0.12 SO Course Description00:41
      • 0.13 Course Objective00:43
      • 0.14 Target Candidate00:40
      • 0.15 Target Candidate Contd..01:26
      • 0.16 Exam Pre - Requisites01:12
      • 0.17 ITIL® 2011 Service Operation Exam Format01:09
      • 0.18 Exam Tips00:20
      • 0.19 Course Outline04:39
      • 0.20 Quiz00:53
      • 0.21 Foundation Basics00:21
      • 0.22 Foundation Basics01:18
      • 0.23 Foundation Basics00:38
      • 0.24 Foundation Basics01:17
      • 0.25 Foundation Basics01:26
      • 0.26 Foundation Basics01:57
      • 0.27 Foundation Basics01:49
      • 0.28 Foundation Basics01:56
      • 0.29 Foundation Basics02:14
      • 0.30 Thank You00:42
    • Learning Unit 01 - Introduction to Service Operation 14:41
      • 1.1 Introduction To Service Operation00:32
      • 1.2 ITIL And Good Practice In Service Management01:28
      • 1.3 ITIL - The Library Constituents00:44
      • 1.4 Service Operation - Purpose01:22
      • 1.5 Service Operation - Objectives00:51
      • 1.6 Service Operation - Scope02:00
      • 1.7 Service Operation - Value To Business01:28
      • 1.8 Context Of Service Operation In Service Lifecycle03:35
      • 1.9 Service Operation - Fundamentals02:15
      • 1.10 Summary00:26
      • 1.11 Quiz
    • Learning Unit 02 - Service Operation Principles 31:34
      • 2.1 Service Operation Principles00:25
      • 2.2 Service Operation: Responsibilities01:29
      • 2.3 Achieving Balance In Service Operation02:39
      • 2.4 Achieving Balance In Service Operation01:58
      • 2.5 Achieving Balance In Service Operation01:44
      • 2.6 Achieving Balance In Service Operation02:07
      • 2.7 Providing Good Service01:31
      • 2.8 Operational Staff Involvement In Service Strategy01:03
      • 2.9 Operational Staff Involvement In Service Design00:48
      • 2.10 Operational Staff Involvement In Service Transition01:04
      • 2.11 Operational Staff Involvement In Continual Service Improvement01:19
      • 2.12 Operational Health01:23
      • 2.13 Communication01:54
      • 2.14 Communication03:26
      • 2.15 Documentation01:52
      • 2.16 Service Operation: Inputs And Outputs01:18
      • 2.17 Service Operation: Inputs And Outputs01:36
      • 2.18 Service Operation: Inputs And Outputs01:37
      • 2.19 Service Operation: Inputs And Outputs01:43
      • 2.20 Summary00:38
      • 2.21 Quiz
    • Learning unit 03 - Service Operation Processes 2:38:54
      • 3.1 Service Operation Processes00:18
      • 3.2 Service Operation Processes00:23
      • 3.3 Event Management00:42
      • 3.4 Event Management - Purpose And Objectives01:28
      • 3.5 Event Management - Scope02:09
      • 3.6 Event Management - Value To Business01:46
      • 3.7 Event Management - Policies02:00
      • 3.8 Event Management - Basic Concepts01:35
      • 3.9 Event Management - Basic Concepts01:11
      • 3.10 Event Management - Basic Concepts00:59
      • 3.11 Event Management - Basic Concepts03:48
      • 3.12 Event Management - Basic Concepts02:14
      • 3.13 Event Management - Process Activities02:36
      • 3.14 Event Management - Triggers, Inputs, Outputs And Interfaces01:01
      • 3.15 Event Management - Triggers, Inputs, Outputs And Interfaces00:53
      • 3.16 Event Management - Triggers, Inputs, Outputs And Interfaces00:50
      • 3.17 Event Management - Triggers, Inputs, Outputs And Interfaces02:31
      • 3.18 Event Management - CSFs And KPIs02:05
      • 3.19 Event Management - Challenges And Risks01:16
      • 3.20 Event Management - Challenges And Risks00:44
      • 3.21 Event Management - Roles00:47
      • 3.22 Exercise00:47
      • 3.23 Case Study - 100:50
      • 3.24 Case Study - 103:18
      • 3.25 Incident Management00:42
      • 3.26 Incident Management - Purpose And Objectives01:47
      • 3.27 Incident Management - Scope01:31
      • 3.28 Incident Management - Value To Business01:50
      • 3.29 Incident Management - Policies02:44
      • 3.30 Incident Management - Basic Concepts01:15
      • 3.31 Incident Management - Basic Concepts04:14
      • 3.32 Incident Management - Process Flow09:35
      • 3.33 Incident Management - Triggers, Inputs, Outputs And Interfaces01:01
      • 3.34 Incident Management - Triggers, Inputs, Outputs And Interfaces01:55
      • 3.35 Incident Management - Triggers, Inputs, Outputs And Interfaces01:24
      • 3.36 Incident Management - Triggers, Inputs, Outputs And Interfaces03:04
      • 3.37 Incident Management - CSFs And KPIs02:11
      • 3.38 Incident Management - Challenges And Risks02:01
      • 3.39 Incident Management - Challenges And Risks01:44
      • 3.40 Incident Management - Roles03:20
      • 3.41 Problem Management00:41
      • 3.42 Problem Management - Purpose And Objectives01:28
      • 3.43 Problem Management - Scope01:27
      • 3.44 Problem Management - Value To Business01:02
      • 3.45 Problem Management - Policies01:10
      • 3.46 Problem Management - Basic Concepts01:52
      • 3.47 Problem Management - Process Flow07:24
      • 3.48 Problem Management - Triggers, Inputs, Outputs And Interfaces01:11
      • 3.49 Problem Management - Triggers, Inputs, Outputs And Interfaces01:06
      • 3.50 Problem Management - Triggers, Inputs, Outputs And Interfaces00:38
      • 3.51 Problem Management - Triggers, Inputs, Outputs And Interfaces03:49
      • 3.52 Problem Management - CSFs And KPIs02:05
      • 3.53 Problem Management - Challenges And Risks02:30
      • 3.54 Problem Management - Challenges And Risks01:06
      • 3.55 Problem Management - Roles03:15
      • 3.56 Request Fulfillment00:48
      • 3.57 Request Fulfillment - Purpose And Objectives01:48
      • 3.58 Request Fulfillment - Scope00:57
      • 3.59 Request Fulfillment - Value To Business00:57
      • 3.60 Request Fulfillment - Policies02:19
      • 3.61 Request Fulfillment - Basic Concepts01:25
      • 3.62 Request Fulfillment - Process Activities02:46
      • 3.63 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces00:52
      • 3.64 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces00:46
      • 3.65 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces02:23
      • 3.66 Request Fulfillment - CSFs And KPIs01:44
      • 3.67 Request Fulfillment - Challenges And Risks02:35
      • 3.68 Request Fulfillment - Challenges And Risks01:00
      • 3.69 Request Fulfillment - Roles03:58
      • 3.70 Access Management00:49
      • 3.71 Access Management - Purpose And Objectives01:00
      • 3.72 Access Management - Scope01:09
      • 3.73 Access Management - Value To Business01:12
      • 3.74 Access Management - Policies02:11
      • 3.75 Access Management - Basic Concepts00:31
      • 3.76 Access Management - Basic Concepts01:37
      • 3.77 Access Management - Process Activities02:37
      • 3.78 Access Management - Triggers, Inputs, Outputs And Interfaces01:06
      • 3.79 Access Management - Triggers, Inputs, Outputs And Interfaces00:51
      • 3.80 Access Management - Triggers, Inputs, Outputs And Interfaces00:47
      • 3.81 Access Management - Triggers, Inputs, Outputs And Interfaces02:57
      • 3.82 Access Management - CSFs And KPIs01:41
      • 3.83 Access Management - Challenges And Risks01:02
      • 3.84 Access Management - Challenges And Risks01:46
      • 3.85 Access Management - Roles03:14
      • 3.86 Summary00:26
      • 3.87 Exercise00:47
      • 3.88 Case Study - 200:50
      • 3.89 Case Study - 200:50
      • 3.90 Quiz
    • Learning Unit 04 - Common Service Operation Activities 1:00:55
      • 4.1 Common Service Operation Activities00:30
      • 4.2 Moving From Technology Centric To Business Centric03:21
      • 4.3 Monitoring And Control00:45
      • 4.4 Monitoring And Control03:23
      • 4.5 IT Operations10:03
      • 4.6 Server And Mainframe Management And Support01:54
      • 4.7 Network Management02:33
      • 4.8 Storage And Archive01:41
      • 4.9 Database Administration02:28
      • 4.10 Directory Services Management02:18
      • 4.11 Desktop And Mobile Device Support01:21
      • 4.12 Middleware Management01:42
      • 4.13 Middleware Management01:02
      • 4.14 Internet And Web Management02:30
      • 4.15 Facilities And Data Center Management02:10
      • 4.16 Data Centre Strategies02:49
      • 4.17 Operational Activities Of Processes Covered In Other Lifecycle Stages00:45
      • 4.18 Change Management01:01
      • 4.19 Service Asset And Configuration Management01:12
      • 4.20 Release And Deployment Management01:11
      • 4.21 Capacity Management02:44
      • 4.22 Demand Management00:54
      • 4.23 Availability Management01:42
      • 4.24 Knowledge Management01:04
      • 4.25 Financial Management For IT Services01:12
      • 4.26 IT Service Continuity Management01:52
      • 4.27 Information Security Management02:34
      • 4.28 Service Level Management01:25
      • 4.29 Improvement Of Operational Activities01:58
      • 4.30 Summary00:51
      • 4.31 Quiz
    • Learning Unit 05 - Organizing for Service Operation 1:08:41
      • 5.1 Organizing For Service Operation00:29
      • 5.2 Functions Within Service Operation02:34
      • 5.3 Functions Within Service Operation01:42
      • 5.4 Service Desk01:24
      • 5.5 Business Benefits Of Service Desk01:20
      • 5.6 Service Desk Objectives00:49
      • 5.7 Service Desk Responsibilities00:54
      • 5.8 Service Desk Structures00:56
      • 5.9 Local Service Desk01:16
      • 5.10 Centralized Service Desk01:07
      • 5.11 Virtual Service Desk01:05
      • 5.12 Follow The Sun01:28
      • 5.13 Specialized Service Desk Groups00:53
      • 5.14 Service Desk Roles01:40
      • 5.15 Service Desk Roles01:57
      • 5.16 Technical Management02:02
      • 5.17 Technical Management - Objectives00:53
      • 5.18 Technical Management - Activities02:21
      • 5.19 Technical Management Roles02:30
      • 5.20 Technical Management Organization01:08
      • 5.21 Technical Design And Technical Maintenance And Support01:00
      • 5.22 Measuring Technical Management Performance01:45
      • 5.23 Technical Management Documentation01:03
      • 5.24 IT Operations Management01:29
      • 5.25 IT Operations Management00:57
      • 5.26 IT Operations Management - Objectives00:42
      • 5.27 IT Operations Management Sub-functions02:21
      • 5.28 IT Operations Management Roles02:43
      • 5.29 IT Operations Management Organization01:00
      • 5.30 Measuring IT Operations Management Performance01:03
      • 5.31 IT Operations Management Documentation01:25
      • 5.32 Application Management01:31
      • 5.33 Application Management - Objectives00:58
      • 5.34 Application Management - Activities02:22
      • 5.35 Application Management Roles01:44
      • 5.36 Application Management Principles01:33
      • 5.37 Application Management Lifecycle02:26
      • 5.38 Application Management Organization01:36
      • 5.39 Application Management Organization01:08
      • 5.40 Measuring Application Management Performance01:36
      • 5.41 Application Management Documentation02:03
      • 5.42 Structures05:09
      • 5.43 Summary00:33
      • 5.44 Exercise00:27
      • 5.45 Case Study00:50
      • 5.46 Case Study00:49
      • 5.47 Quiz
    • Learning Unit 06 - Technology Considerations 21:33
      • 6.1 Technology Considerations00:29
      • 6.2 Generic Requirements04:01
      • 6.3 Event Management - Technology Considerations02:01
      • 6.4 Incident Management - Technology Considerations04:45
      • 6.5 Request Fulfillment - Technology Considerations01:29
      • 6.6 Problem Management - Technology Considerations02:24
      • 6.7 Access Management - Technology Considerations01:10
      • 6.8 Service Desk - Technology Considerations02:22
      • 6.9 Summary00:25
      • 6.10 Exercise00:47
      • 6.11 Case Study00:50
      • 6.12 Case Study00:50
      • 6.13 Quiz
    • Learning Unit 07 - Implementation of Service Operation 14:02
      • 7.1 Implementation Considerations00:23
      • 7.2 Implementation Considerations01:14
      • 7.3 Managing Change In Service Operation02:00
      • 7.4 Service Operation And Project Management01:37
      • 7.5 Assessing And Managing Risks In Service Operation01:42
      • 7.6 Operational Staff In Service Design And Transition01:47
      • 7.7 Planning And Implementing Service Management Technologies04:40
      • 7.8 Summary00:39
      • 7.9 Quiz
    • Learning Unit 08 - Challenges, Critical Success Factors and Risks 12:50
      • 8.1 Challenges Critical Success Factors And Risks00:30
      • 8.2 Critical Success Factors03:42
      • 8.3 Challenges03:12
      • 8.4 Risks02:48
      • 8.5 Summary00:16
      • 8.6 Exercise00:42
      • 8.7 Case Study00:50
      • 8.8 Case Study00:50
      • 8.9 Quiz
    • Learning unit 09 - Summary, case studies, exam preparation and directed 01:11
      • 9.1 Summary And Directed Studies00:28
      • 9.2 Checkpoints00:21
      • 9.3 Case Studies Directed Studies And Glossary00:08
      • 9.4 Thank You00:14
  • Free Course
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Exam & certification

  • How will I become ITIL Intermediate SO certified?

    To be eligible for taking ITIL Intermediate SO examination, the candidate must fulfill the following requirements:
    • Undertake 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.
    • A basic IT literacy and approximately two years IT experience are highly desirable.
    • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications).
    • It is also recommended that candidates 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.

  • How do I unlock my Simplilearn certificate?

    For online self-learning, you must complete 85% of the course.

  • Until when can I procure voucher from Simplilearn?

    Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase.In the event that an exam price does go up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • How frequently does the exam fee change?

    Exam prices are governed by the certification body and can change. Price changes are typically announced during the end of the calendar year. If the event that an exam price does go up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • What is the validity of my exam voucher?

    Exam vouchers are valid for 1 year from the date of issuance. If you do not book the exam within 1 year from purchase of voucher, you will need to buy the voucher again per the actual price.

  • How will I take the exam?

    For customers outside India, web-based exam vouchers will be booked, and for India customers, only paper-based exam will be booked. Customers are expected to book the exam before the expiration of validity of their course.

  • I would like to book paper-based exam in India, what is the process?

    You can book the paper-based exam by contacting our team and visiting any of the centers below to take the exam.

    City Days Timings
    Bangalore Saturday & Sunday 08:00 AM - 08:00 PM
    Weekdays 08:00 AM - 08:00 PM
    Chennai Saturday 09:00 AM - 06:00 PM
    Hyderabad Saturday 09:00 AM - 06:00 PM
    Pune Saturday 09:00 AM - 06:00 PM
    Mumbai Saturday 09:00 AM - 06:00 PM
    Delhi Saturday 09:00 AM - 06:00 PM
    Kolkata Saturday 09:00 AM - 06:00 PM

  • Does the course fee include in examination fees as well?

    Yes, the course fee is inclusive of the examination fee.

  • How do I schedule my exam?

    For assistance in scheduling your exam, reach out to the sales consultant (inside sales manager) or raise a request to the support team of Simplilearn.  
     

  • Can I ask for refund of exam voucher cost once its issued to me?

    No, exam voucher cost cannot be refunded once it is issued to a learner as we procure this from third party bodies. Simplilearn does not own the voucher policies and cost.

    Course advisor

    Manuel W Lloyd
    Manuel W Lloyd Virtual CIO, IT Service Expert

    Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance operational efficiency and cyber security.

    Reviews

    Marcia Davis
    Marcia Davis

    Your support team is wonderful! I received great service when I purchased from Sam, all the way through to certificate completion. I was working under a tight deadline to get this certification. Sam and team helped me make this happen!! Much appreciated!!

    Read more Read less
    Amit Maitry
    Amit Maitry Engg

    Excellent training with real life examples to correlate.

    Praveen Unnikrishnan
    Praveen Unnikrishnan Customer Service Manager at Juniper Networks

    I have done ITIL intermediate SO from Simplilearn and their material is pretty robust. I was able to give my exam with full confidence based on the study material provided and cleared my exam with flying colors. Currently, I am pursuing ITIL CSI. The material and the quizzes have given me ample confidence. Customer support was simply brilliant.

    Read more Read less
    Ritesh Kumar
    Ritesh Kumar Enterprise Technical Senior Analyst at Dell

    Very Good and valuable information in course.

    Deepak Saxena
    Deepak Saxena TCS

    It was really good and well explained.

    NJA Mithun
    NJA Mithun Associate Solution Architect @Tech Mahindra

    Very flexible training regime to a highly accepted certification in the industry. Bravo!

    Santhosh Batny
    Santhosh Batny

    Content is good, Faculty has good communication skills, experience and articulated the same very well.

    Praveen Goud
    Praveen Goud

    Trainer was very interactive and energetic; very well explained the topic with scenarios provided with in depth knowledge.

    Sudipta Mondal
    Sudipta Mondal

    It’s excellent. Sir taught us the concepts very clearly and cleared our doubts.

    Saptarsi Talukdar
    Saptarsi Talukdar

    Excellent course and excellent faculty. The course is done and executed very clearly

    Dhanraj V
    Dhanraj V

    The trainer was good and I am satisfied with the training

    Shashank Mishra
    Shashank Mishra

    The training was very helpful & was very interactive. I was able to correlate my daily jobs & based on the trainer inputs I could figure out how I can best improve the Service management, Frame work as well

    Read more Read less
    Saurabh Mukherjee
    Saurabh Mukherjee

    Excellent training by a wonderful trainer. Soumik ( trainer ) has helped us grasp the topics wonderfully

    Raghuram Iyer
    Raghuram Iyer

    Lot of clarity provided in training on SO topics. We were explained only about the concepts based on our prior experience

    Mohamed Soubra
    Mohamed Soubra

    Great Course.

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    FAQs

    • Are there provisions for extra time allowed if English is not my native language?

      Yes, candidates taking the exam in a language other than their mother tongue have a maximum of 120 minutes to complete the exam., They are also allowed to use a dictionary.

    • What is the exam format for this course?

      The exam format is as follows:
      • Multiple choice exam
      • 8 questions per page
      • Duration of 90 minutes
      • Closed book format
      • 28 correctly-answered questions out of 40 required to pass (70%)

    • How does Simplilearn assure that the material and the training delivered are effective?

      Our certification training is designed for you to pass the exams on your first attempt. With a hands-on learning approach and Global Learning Framework, the training not only gives you the confidence to pass the exam, but also helps you retain knowledge beyond the exam.

    • Are there any prerequisite certificates to be obtained before applying for the course?

      Candidates appearing for the course must hold:
      • Earlier ITIL (V2) Foundation plus Foundation Bridge
      • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

    • Are any electronics allowed during the exam?

      No, electronic equipment is not allowed during the exam.

    • What happens if I do not pass the exam?

      You may retake the exam, subject to a revisit fee.

    • When can I expect the results of my exam?

      Your results are sent to your ATO (Accredited Training Organization) 8-10 days after your exam date. Your ATO will notify you about your results.

    • What does it mean to be GSA approved course?

      The course is part of Simplilearn’s contract with GSA (only US) with special pricing for GSA approved agencies & organizations. To know more click here

    • How do i know if I am eligible to buy this course at GSA price?

      You should be employed with GSA approved agencies & organizations. The list of approved agencies is provided here

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    • PMP, PMI, PMBOK, CAPM, PgMP, PfMP, ACP, PBA, RMP, SP, and OPM3 are registered marks of the Project Management Institute, Inc.
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