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Course Overview

Professionals involved in the management of IT service operations will benefit from the ITIL Intermediate SO certification. This SO training 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.

Key Features

  • High-quality E-learning content
  • 9 chapter-end quizzes
  • Downloadable e-book
  • Course completion certificate

Skills Covered

  • Service Operation purpose
  • Key components of ITIL library
  • Service Operation processes
  • Service Operation activities
  • Service desk
  • Critical Success Factors
  • Challenges and risks

Benefits

Demand for certified professionals in the SO module of ITIL is growing dramatically in the global IT market. Professional certification can create opportunities for such roles as service delivery manager, incident manager, service engineer, and quality consultant. 

  • Designation
  • Annual Salary
  • Hiring Companies
  • Service Delivery Manager
    Annual Salary
    ₹563KMin
    ₹1,701KAverage
    ₹2,721KMax
    Source: Glassdoor
    Hiring Companies
    Oracle hiring for Service Delivery Manager professionals in Hyderabad
    Cloudera hiring for Service Delivery Manager professionals in Hyderabad
    Capgemini hiring for Service Delivery Manager professionals in Hyderabad
    Accenture hiring for Service Delivery Manager professionals in Hyderabad
    Source: Indeed
  • ITSM Manager
    Annual Salary
    ₹458KMin
    ₹713KAverage
    ₹2083KMax
    Source: Glassdoor
    Hiring Companies
    Accenture hiring for ITSM Manager professionals in Hyderabad
    IBM hiring for ITSM Manager professionals in Hyderabad
    Capgemini hiring for ITSM Manager professionals in Hyderabad
    Source: Indeed

Course Curriculum

Eligibility

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, and IT security managers.
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Pre-requisites

To be eligible for taking the ITIL Intermediate SO examination, the candidate should take the training with an accredited training organization. Basic IT literacy and approximately two years of IT experience are highly desirable. Applicants should hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications). 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).
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Course Content

  • ITIL Intermediate SO

    Preview

    • Learning Unit 00 - Introductory Lesson

      34:24Preview
      • 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
        00:05
      • 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

      14:41Preview
      • 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

      31:34Preview
      • 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

      02:38:32Preview
      • 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 - one
        00:50
      • 3.24 Case Study - Two
        03:01
      • 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
        07:19
      • 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

      01:00:54Preview
      • 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
        10:02
      • 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

      01:08:41Preview
      • 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

      18:55Preview
      • 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
        02:07
      • 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

      14:02Preview
      • 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

      12:50Preview
      • 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

      01:11Preview
      • 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 exam 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 case the exam fee goes 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. In case the exam fee goes 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 one year from the date of issuance. If you do not book the exam within one year from the purchase of voucher, you will need to buy the voucher again per the actual price.

  • How will I schedule/book my exam?

    Please click the below link for information regarding the booking process.
    https://www.simplilearn.com/ice9/about_course_images/Raise_exam_request_through_LMS.pdf

  • Does the course fee include examination fees as well?

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

  • Can I ask for refund of exam voucher cost once it is 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.

    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 SO course?

      Candidates appearing for the SO 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.

    • Can I cancel my enrollment? Will I get a refund?

      Yes, you can cancel your enrollment if necessary. We will refund the course price after deducting an administration fee. To learn more, please read our Refund Policy.

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