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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 Operation 01:12
      • 0.2 Agenda 01:03
      • 0.3 Objective 00:22
      • 0.4 ITIL® 2011 Introduction 00:54
      • 0.5 ITIL® 2011 Intermediate 00:44
      • 0.6 ITIL - Qualification Criteria 01:53
      • 0.7 Definition Of Service Lifecycle 00:48
      • 0.8 Definition Of Service Capability 00:44
      • 0.9 Difference between Lifecycle And Capability Modules 00:35
      • 0.10 Managing Across The Lifecycle 00:43
      • 0.11 Accreditation Institute 00:43
      • 0.12 SO Course Description 00:41
      • 0.13 Course Objective 00:43
      • 0.14 Target Candidate 00:40
      • 0.15 Target Candidate Contd.. 01:26
      • 0.16 Exam Pre - Requisites 01:12
      • 0.17 ITIL® 2011 Service Operation Exam Format 01:09
      • 0.18 Exam Tips 00:20
      • 0.19 Course Outline 04:39
      • 0.20 Quiz 00:53
      • 0.21 Foundation Basics 00:21
      • 0.22 Foundation Basics 01:18
      • 0.23 Foundation Basics 00:38
      • 0.24 Foundation Basics 01:17
      • 0.25 Foundation Basics 01:26
      • 0.26 Foundation Basics 01:57
      • 0.27 Foundation Basics 01:49
      • 0.28 Foundation Basics 01:56
      • 0.29 Foundation Basics 02:14
      • 0.30 Thank You 00:42
    • Learning Unit 01 - Introduction to Service Operation 14:41
      • 1.1 Introduction To Service Operation 00:32
      • 1.2 ITIL And Good Practice In Service Management 01:28
      • 1.3 ITIL - The Library Constituents 00:44
      • 1.4 Service Operation - Purpose 01:22
      • 1.5 Service Operation - Objectives 00:51
      • 1.6 Service Operation - Scope 02:00
      • 1.7 Service Operation - Value To Business 01:28
      • 1.8 Context Of Service Operation In Service Lifecycle 03:35
      • 1.9 Service Operation - Fundamentals 02:15
      • 1.10 Summary 00:26
      • 1.11 Quiz
    • Learning Unit 02 - Service Operation Principles 31:34
      • 2.1 Service Operation Principles 00:25
      • 2.2 Service Operation: Responsibilities 01:29
      • 2.3 Achieving Balance In Service Operation 02:39
      • 2.4 Achieving Balance In Service Operation 01:58
      • 2.5 Achieving Balance In Service Operation 01:44
      • 2.6 Achieving Balance In Service Operation 02:07
      • 2.7 Providing Good Service 01:31
      • 2.8 Operational Staff Involvement In Service Strategy 01:03
      • 2.9 Operational Staff Involvement In Service Design 00:48
      • 2.10 Operational Staff Involvement In Service Transition 01:04
      • 2.11 Operational Staff Involvement In Continual Service Improvement 01:19
      • 2.12 Operational Health 01:23
      • 2.13 Communication 01:54
      • 2.14 Communication 03:26
      • 2.15 Documentation 01:52
      • 2.16 Service Operation: Inputs And Outputs 01:18
      • 2.17 Service Operation: Inputs And Outputs 01:36
      • 2.18 Service Operation: Inputs And Outputs 01:37
      • 2.19 Service Operation: Inputs And Outputs 01:43
      • 2.20 Summary 00:38
      • 2.21 Quiz
    • Learning unit 03 - Service Operation Processes 2:38:54
      • 3.1 Service Operation Processes 00:18
      • 3.2 Service Operation Processes 00:23
      • 3.3 Event Management 00:42
      • 3.4 Event Management - Purpose And Objectives 01:28
      • 3.5 Event Management - Scope 02:09
      • 3.6 Event Management - Value To Business 01:46
      • 3.7 Event Management - Policies 02:00
      • 3.8 Event Management - Basic Concepts 01:35
      • 3.9 Event Management - Basic Concepts 01:11
      • 3.10 Event Management - Basic Concepts 00:59
      • 3.11 Event Management - Basic Concepts 03:48
      • 3.12 Event Management - Basic Concepts 02:14
      • 3.13 Event Management - Process Activities 02:36
      • 3.14 Event Management - Triggers, Inputs, Outputs And Interfaces 01:01
      • 3.15 Event Management - Triggers, Inputs, Outputs And Interfaces 00:53
      • 3.16 Event Management - Triggers, Inputs, Outputs And Interfaces 00:50
      • 3.17 Event Management - Triggers, Inputs, Outputs And Interfaces 02:31
      • 3.18 Event Management - CSFs And KPIs 02:05
      • 3.19 Event Management - Challenges And Risks 01:16
      • 3.20 Event Management - Challenges And Risks 00:44
      • 3.21 Event Management - Roles 00:47
      • 3.22 Exercise 00:47
      • 3.23 Case Study - 1 00:50
      • 3.24 Case Study - 1 03:18
      • 3.25 Incident Management 00:42
      • 3.26 Incident Management - Purpose And Objectives 01:47
      • 3.27 Incident Management - Scope 01:31
      • 3.28 Incident Management - Value To Business 01:50
      • 3.29 Incident Management - Policies 02:44
      • 3.30 Incident Management - Basic Concepts 01:15
      • 3.31 Incident Management - Basic Concepts 04:14
      • 3.32 Incident Management - Process Flow 09:35
      • 3.33 Incident Management - Triggers, Inputs, Outputs And Interfaces 01:01
      • 3.34 Incident Management - Triggers, Inputs, Outputs And Interfaces 01:55
      • 3.35 Incident Management - Triggers, Inputs, Outputs And Interfaces 01:24
      • 3.36 Incident Management - Triggers, Inputs, Outputs And Interfaces 03:04
      • 3.37 Incident Management - CSFs And KPIs 02:11
      • 3.38 Incident Management - Challenges And Risks 02:01
      • 3.39 Incident Management - Challenges And Risks 01:44
      • 3.40 Incident Management - Roles 03:20
      • 3.41 Problem Management 00:41
      • 3.42 Problem Management - Purpose And Objectives 01:28
      • 3.43 Problem Management - Scope 01:27
      • 3.44 Problem Management - Value To Business 01:02
      • 3.45 Problem Management - Policies 01:10
      • 3.46 Problem Management - Basic Concepts 01:52
      • 3.47 Problem Management - Process Flow 07:24
      • 3.48 Problem Management - Triggers, Inputs, Outputs And Interfaces 01:11
      • 3.49 Problem Management - Triggers, Inputs, Outputs And Interfaces 01:06
      • 3.50 Problem Management - Triggers, Inputs, Outputs And Interfaces 00:38
      • 3.51 Problem Management - Triggers, Inputs, Outputs And Interfaces 03:49
      • 3.52 Problem Management - CSFs And KPIs 02:05
      • 3.53 Problem Management - Challenges And Risks 02:30
      • 3.54 Problem Management - Challenges And Risks 01:06
      • 3.55 Problem Management - Roles 03:15
      • 3.56 Request Fulfillment 00:48
      • 3.57 Request Fulfillment - Purpose And Objectives 01:48
      • 3.58 Request Fulfillment - Scope 00:57
      • 3.59 Request Fulfillment - Value To Business 00:57
      • 3.60 Request Fulfillment - Policies 02:19
      • 3.61 Request Fulfillment - Basic Concepts 01:25
      • 3.62 Request Fulfillment - Process Activities 02:46
      • 3.63 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces 00:52
      • 3.64 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces 00:46
      • 3.65 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces 02:23
      • 3.66 Request Fulfillment - CSFs And KPIs 01:44
      • 3.67 Request Fulfillment - Challenges And Risks 02:35
      • 3.68 Request Fulfillment - Challenges And Risks 01:00
      • 3.69 Request Fulfillment - Roles 03:58
      • 3.70 Access Management 00:49
      • 3.71 Access Management - Purpose And Objectives 01:00
      • 3.72 Access Management - Scope 01:09
      • 3.73 Access Management - Value To Business 01:12
      • 3.74 Access Management - Policies 02:11
      • 3.75 Access Management - Basic Concepts 00:31
      • 3.76 Access Management - Basic Concepts 01:37
      • 3.77 Access Management - Process Activities 02:37
      • 3.78 Access Management - Triggers, Inputs, Outputs And Interfaces 01:06
      • 3.79 Access Management - Triggers, Inputs, Outputs And Interfaces 00:51
      • 3.80 Access Management - Triggers, Inputs, Outputs And Interfaces 00:47
      • 3.81 Access Management - Triggers, Inputs, Outputs And Interfaces 02:57
      • 3.82 Access Management - CSFs And KPIs 01:41
      • 3.83 Access Management - Challenges And Risks 01:02
      • 3.84 Access Management - Challenges And Risks 01:46
      • 3.85 Access Management - Roles 03:14
      • 3.86 Summary 00:26
      • 3.87 Exercise 00:47
      • 3.88 Case Study - 2 00:50
      • 3.89 Case Study - 2 00:50
      • 3.90 Quiz
    • Learning Unit 04 - Common Service Operation Activities 1:00:55
      • 4.1 Common Service Operation Activities 00:30
      • 4.2 Moving From Technology Centric To Business Centric 03:21
      • 4.3 Monitoring And Control 00:45
      • 4.4 Monitoring And Control 03:23
      • 4.5 IT Operations 10:03
      • 4.6 Server And Mainframe Management And Support 01:54
      • 4.7 Network Management 02:33
      • 4.8 Storage And Archive 01:41
      • 4.9 Database Administration 02:28
      • 4.10 Directory Services Management 02:18
      • 4.11 Desktop And Mobile Device Support 01:21
      • 4.12 Middleware Management 01:42
      • 4.13 Middleware Management 01:02
      • 4.14 Internet And Web Management 02:30
      • 4.15 Facilities And Data Center Management 02:10
      • 4.16 Data Centre Strategies 02:49
      • 4.17 Operational Activities Of Processes Covered In Other Lifecycle Stages 00:45
      • 4.18 Change Management 01:01
      • 4.19 Service Asset And Configuration Management 01:12
      • 4.20 Release And Deployment Management 01:11
      • 4.21 Capacity Management 02:44
      • 4.22 Demand Management 00:54
      • 4.23 Availability Management 01:42
      • 4.24 Knowledge Management 01:04
      • 4.25 Financial Management For IT Services 01:12
      • 4.26 IT Service Continuity Management 01:52
      • 4.27 Information Security Management 02:34
      • 4.28 Service Level Management 01:25
      • 4.29 Improvement Of Operational Activities 01:58
      • 4.30 Summary 00:51
      • 4.31 Quiz
    • Learning Unit 05 - Organizing for Service Operation 1:08:41
      • 5.1 Organizing For Service Operation 00:29
      • 5.2 Functions Within Service Operation 02:34
      • 5.3 Functions Within Service Operation 01:42
      • 5.4 Service Desk 01:24
      • 5.5 Business Benefits Of Service Desk 01:20
      • 5.6 Service Desk Objectives 00:49
      • 5.7 Service Desk Responsibilities 00:54
      • 5.8 Service Desk Structures 00:56
      • 5.9 Local Service Desk 01:16
      • 5.10 Centralized Service Desk 01:07
      • 5.11 Virtual Service Desk 01:05
      • 5.12 Follow The Sun 01:28
      • 5.13 Specialized Service Desk Groups 00:53
      • 5.14 Service Desk Roles 01:40
      • 5.15 Service Desk Roles 01:57
      • 5.16 Technical Management 02:02
      • 5.17 Technical Management - Objectives 00:53
      • 5.18 Technical Management - Activities 02:21
      • 5.19 Technical Management Roles 02:30
      • 5.20 Technical Management Organization 01:08
      • 5.21 Technical Design And Technical Maintenance And Support 01:00
      • 5.22 Measuring Technical Management Performance 01:45
      • 5.23 Technical Management Documentation 01:03
      • 5.24 IT Operations Management 01:29
      • 5.25 IT Operations Management 00:57
      • 5.26 IT Operations Management - Objectives 00:42
      • 5.27 IT Operations Management Sub-functions 02:21
      • 5.28 IT Operations Management Roles 02:43
      • 5.29 IT Operations Management Organization 01:00
      • 5.30 Measuring IT Operations Management Performance 01:03
      • 5.31 IT Operations Management Documentation 01:25
      • 5.32 Application Management 01:31
      • 5.33 Application Management - Objectives 00:58
      • 5.34 Application Management - Activities 02:22
      • 5.35 Application Management Roles 01:44
      • 5.36 Application Management Principles 01:33
      • 5.37 Application Management Lifecycle 02:26
      • 5.38 Application Management Organization 01:36
      • 5.39 Application Management Organization 01:08
      • 5.40 Measuring Application Management Performance 01:36
      • 5.41 Application Management Documentation 02:03
      • 5.42 Structures 05:09
      • 5.43 Summary 00:33
      • 5.44 Exercise 00:27
      • 5.45 Case Study 00:50
      • 5.46 Case Study 00:49
      • 5.47 Quiz
    • Learning Unit 06 - Technology Considerations 21:33
      • 6.1 Technology Considerations 00:29
      • 6.2 Generic Requirements 04:01
      • 6.3 Event Management - Technology Considerations 02:01
      • 6.4 Incident Management - Technology Considerations 04:45
      • 6.5 Request Fulfillment - Technology Considerations 01:29
      • 6.6 Problem Management - Technology Considerations 02:24
      • 6.7 Access Management - Technology Considerations 01:10
      • 6.8 Service Desk - Technology Considerations 02:22
      • 6.9 Summary 00:25
      • 6.10 Exercise 00:47
      • 6.11 Case Study 00:50
      • 6.12 Case Study 00:50
      • 6.13 Quiz
    • Learning Unit 07 - Implementation of Service Operation 14:02
      • 7.1 Implementation Considerations 00:23
      • 7.2 Implementation Considerations 01:14
      • 7.3 Managing Change In Service Operation 02:00
      • 7.4 Service Operation And Project Management 01:37
      • 7.5 Assessing And Managing Risks In Service Operation 01:42
      • 7.6 Operational Staff In Service Design And Transition 01:47
      • 7.7 Planning And Implementing Service Management Technologies 04:40
      • 7.8 Summary 00:39
      • 7.9 Quiz
    • Learning Unit 08 - Challenges, Critical Success Factors and Risks 12:50
      • 8.1 Challenges Critical Success Factors And Risks 00:30
      • 8.2 Critical Success Factors 03:42
      • 8.3 Challenges 03:12
      • 8.4 Risks 02:48
      • 8.5 Summary 00:16
      • 8.6 Exercise 00:42
      • 8.7 Case Study 00:50
      • 8.8 Case Study 00:50
      • 8.9 Quiz
    • Learning unit 09 - Summary, case studies, exam preparation and directed 01:11
      • 9.1 Summary And Directed Studies 00:28
      • 9.2 Checkpoints 00:21
      • 9.3 Case Studies Directed Studies And Glossary 00:08
      • 9.4 Thank You 00:14
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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!!

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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.

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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

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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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    • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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