ITIL® Service Operation (SO)

This fully-accredited online training course provides insight into the purpose, principles, and processes involved in Service Operation. Learners will develop a deep understanding of how to implement SO best practices. They will also learn to address challenges and determine Critical Success Factors.

The course is accredited by PeopleCert, which is a licensed examination institute for ITIL certification training. On passing the certification exam, prospective ITIL practitioners will be awarded three credits. These can then go towards the 17 required to sit the Managing Across the Lifecycle (MALC) exam, as well as obtain the ‘ITIL Expert’ qualification.

Module 1: An Introduction to Service Operation
This module introduces the core concepts of Service Operation, along with its essential terminology. It is concerned with the activities and processes required to deliver, manage, and support services at the agreed Service Levels.

Module 2: Service Operation Principles
This module explores the principles of all aspects of Service Operations. These include balance in Service Operations, providing good services, involvement in other Lifecycle stages, and operational health.

Module 3: Service Operation Processes
This module provides an overview of Service Operation processes from a purely managerial and supervisory viewpoint. Detailed guidance for process operation is provided in the Service Capability courses.
Each process is examined in turn, along with how managers need to understand, implement, and review each one.

Module 4: Common Service Operation Activities
This module asks learners to understand and consider the common activities involved in Service Operation. It explores and analyses the principles, techniques, and relationships of Service Operations. Service Delivery and support within agreed Service Levels are also covered.

Module 5: Organizing for Service Operation
This module examines the organization of Service Operation. It explores the roles and structures of different functions. These include the Service Desk, Technical Management, IT Operations Management, and Application Management.

Module 6: Technology Considerations
This module explores the technology required for the successful implementation of Service Management processes. It looks closely at the technology considerations for Service Operation practices. These include Incident Management, Request Fulfilment, and Access Management.

Module 7: Implementing Service Operation
This module considers the implementation of Service Operations. Learners explore the management of the Service Design stage through to Service Transition.

Module 8: Challenges, Critical Success Factors and risks
This module examines the challenges and risks that are associated with Service Operation. It also considers how appropriate Critical Success Factors impact Service Operation.

Module 9: Exam Preparation
This module consolidates the learning from the previous modules. It also prepares the learner for the content and format of the ITIL Service Operation certification exam.

The course includes an exam voucher for the ITIL Service Operation examination, which can be taken virtually online using a service provided by PeopleCert.

Key considerations for the exam:

• A complex multiple-choice exam with eight scenario-based questions
• 90 minutes (additional time will be available if English is not your first language)
• Pass mark is 70% or 28/40
• Closed-book
• Earn three credits on successful completion

Please ensure your device meets the system requirements before booking your exam. You can do so via this online test. Please visit the PeopleCert website for more information and guidance.

The efficient delivery of IT Services requires adequate knowledge of the associated processes, technology, and activities. This makes this course relevant to any professionals involved in the management of IT Services and Service Strategy. It can also benefit anyone seeking in-depth knowledge of the industry best practices associated with ITIL Service Operation (SO).

This course is ideal for various IT Service professionals, including:

• Release Managers
• Application Support Staff
• Security Administrators
• Operation Managers
• Service Desk Staff
• Incident Managers
• Network Support Staff
• Security Managers

ITIL Service Operation emphasizes the importance of measuring user experiences. It aims to provide stakeholders with knowledge regarding the controls, capabilities, processes, and functions required to deliver services. This can make ITIL-certified IT teams better equipped to meet customer satisfaction targets.

This online training course offers all the knowledge learners need to follow the principles outlined in ITIL Service Operation. It helps them demonstrate specialized capabilities and support IT teams in developing efficient, reliable, and cost-effective business operations.