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  • 9 hours of self-paced learning
  • 10 end of chapter quizzes
  • 2 sample test papers
  • Exam fee included

Course description

  • What’s the focus of this course?

    The Service Operation (SO) module is one of the qualifications within the ITIL® Service Lifecycle category of the ITIL® Intermediate level. The SO module focusses on coordination of the activities involved during service strategy design and transition phase. This certification is aimed at the professionals involved in management of Service Operations.

    Simplilearn ITIL® Intermediate SO certification training includes both online and classroom training that allows candidates to prepare for the ITIL® SO exam in the comfort of their own place and/or in a Classroom learning environment.

  • Why is this certification most sought-after?

    ITIL® Intermediate SO Certification is an intermediate level certification offered to IT professionals who qualify the ITIL® Service Operation exam. This certification helps professionals in successfully managing the performance of their services and products and also in increasing the quality of IT Service Management.

    ITIL® qualifications set international benchmarks of quality for IT professionals all over the world. The value of ITIL® has increased sharply in recent years and an ITIL® certification is fast becoming an entry requirement for a majority of IT-based roles.

  • What are the course objectives?

    After completing this course, you will be able to:
    • Describe the Service Operation’s purpose, objectives, scope and value to business and the key components of 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 (SO) is organized and how its functions are structured
    • List the challenges, critical success factors and risks associated with Service Operations

  • What are the career benefits of this course?

    The demand for certified professionals in the SO module of ITIL® is growing enormously in the global market. Certified professionals can expect different roles such as Service Delivery Manager, Incident Manager, Service Engineer, and Quality Consultant.

    Professionals with ITIL® Intermediate SO Certification earns 40% higher salary as compared to 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 of the ITIL® Intermediate SO 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

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
  • Free Course
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Exam & certification

  • How will I become a ITIL® Intermediate SO certified?

    To be eligible for the examination leading to the ITIL® SO Certificate, 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/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.
    • 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 do I need to do to unlock my Simplilearn certificate?

    Online Self learning:
    • Complete 85% of the course.

Reviews

Very Good and valuable information in course.

It was really good and well explained.

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

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

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

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

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

The trainer was good and I am satisfied with the training

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

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

This is really helpful course material and excellantly served the business purpose of making the student a competent Service practitioner -venkatsurya

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course is very well planned and cover all topics.

The training is good. Study material, trainer, presentation, was all good. Making use of case study & involving us in practical case scenarios is an awesome concept.

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The training course immensely benefited me and I gained a lot of knowledge in this field. I am now able to apply the learning at my workplace. The training program has made me more employable.

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FAQs

  • Is there any provision for additional time related to language?

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

  • What is the exam format for this course?

    The exam format is as follows:
    • Multiple choice examination questions
    • 8 questions per paper
    • 28 marks (out of 40) required to pass—70%
    • Duration is 90 minutes
    • Closed book format

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

    Simplilearn follows a Global Learning Framework which has been proven to deliver results and has been perfected by their experience in training about a million learners.

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

    Candidate 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).

  • Any electronic is allowed during the exam?

    No electronic equipment is allowed during the exam.

  • What happens if I fail in the exam?

    In such unfortunate case, you can reappear the exam which is subject to revisit fee.

  • When can I expect result of my exam?

    Your result is sent to your ATO (Accredited Training Organization) after 8-10 days from your exam date. Your ATO should notify you about your results.

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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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