ITIL® Service Operation (SO)

Study for a qualification in ITIL Service Operation (SO) by taking an accredited online training course from Good e-Learning!

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ITIL® Service Operation (SO)

IT Service Management / ITIL® Service Operation (SO)
  • World’s most widely used ITSM framework
  • Accredited by PeopleCert
  • 91% average first-time pass rate
  • Expert tutor support
  • Credits awarded: 3
  • Exam simulator and revision modules

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Key Features

Duration of access:
6 months

Training hours:
23 hours

Accredited by:
PeopleCert

Training delivered by:
Good e-Learning

Free Exam Voucher

Buy Now Request Information

Introduction

ITIL Service Operation (SO) is one of the five Intermediate ITIL Lifecycle modules. It supports professionals in coordinating and executing the day-to-day management of the processes and activities involved in IT Service Operations.

This course is about bringing to life the requirements defined in the Service Design stage of the ITIL Service Lifecycle. It guides learners to successfully deliver the Service Transition stage.

This online training course has been designed by ITIL industry experts. It will provide students with all the knowledge and preparation they require to pass the ITIL Service Operation certification examination.

This fully-accredited online training course provides professionals with insight into the purpose, principles and processes involved in the service operation stage of the IT lifecycle. Completing this course can help learners demonstrate a good understanding of how to implement SO best practices. This includes how to address challenges and determine critical success factors.

The course has been developed by industry experts with years of experience in consultancy and training, as well as authoring best-selling ITSM study guides. The course is accredited by PeopleCert, which is licensed by AXELOS as an examination institute for its ITIL certification training portfolio. On passing the certification exam, professionals will be awarded 3 credits to go towards the 17 required to sit the Managing Across the Lifecycle (MALC) exam, as well as the 22 needed to obtain the ‘ITIL Expert’ qualification.

More about the course
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.

Benefits for Individuals

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

Benefits for Organizations

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.

Course Outline

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.

Assessment

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.

  • Six months’ access from the date of purchase to complete your training
  • 23 hours of online training content
  • An interactive and engaging training experience
  • Exam voucher
  • Exam simulator with two mock/practice exams
  • Additional revision modules
  • Searchable microlearning units and modules
  • On/off tracker
  • Access through multiple devices
  • Offline player for studying on the move
  • Access to Orbus’ Learning Ecosystem, including:
    • Detailed personal performance report
    • Enrolment in a community for business and IT professionals
    • Free resource center (articles, case studies, white papers, etc.)
    • Support suite
  • Tutor support
  • Study schedule

What is ITIL?

ITIL, or ‘Information Technology Infrastructure Library’, is a set of best practices. The ITIL framework provides organizations with directions for effectively managing their IT Services.

Who owns ITIL?

ITIL is owned by AXELOS, a joint venture between Capita and the UK Cabinet Office.

Is this ITIL Service Operation course accredited?

Yes, the course is accredited by PeopleCert, on behalf of AXELOS.

What are the prerequisites for this course?

  • ITIL v3 Foundation Certificate in IT Service Management or
  • ITIL 4 Foundation Certificate in IT Service Management and
  • Training through an Accredited Training Organization (ATO)

What is the duration of this course?

This course provides 23 hours’ worth of training materials. This includes learning modules, module-level assessments, revision modules, practice exams, and additional reference materials. All of this is designed to support students with their exam preparation work.

How long can users access this course?

Learners receive six months of access from the purchase date of the course.

How long is the exam voucher valid for?

The exam vouchers are valid for 12 months.

How can the exam be taken?

The course includes an exam voucher for the ITIL Service Operation examination. The exam can be taken virtually online using a service provided by PeopleCert. Please ensure your device meets the system requirements before booking your exam. You can do this via this online test. Please visit the PeopleCert website for more information and guidance.

For any further information, please contact us on enquiries@orbussoftware.com.

Does the course include a manual?

The course does not require a manual. However, we recommend having a copy of the ITIL® Service Operation, 2011 Edition book to compliment your training.

What is an exam simulator?

The purpose of the exam simulator is to provide learners with a simulated environment for taking mock examinations before attempting the final certification exam. The mock exams are official exams provided by AXELOS. They are also timed and scored on the simulator.

What is a revision module?

The revision module is designed to provide learners with a summarized revision of the key topics covered. The module also includes tips and guides that can help learners with their exam preparation work.

How does the on/off tracker work?

The online tracker provides an ideal time duration to complete the course. It gives users a reminder when they go off-track. Please note that the tracker is an optional feature that works on a recommended timeframe. It does not have any impact on the duration of user access.

Which is the Learning Management System (LMS) used?

The Docebo LMS is integrated into the Orbus Learning Ecosystem.

What are the minimum system and browser requirements?

Click here to view the latest system and browser requirements to efficiently run this course.

How can I get help?

Once you purchase a course and start learning, you will have access to a support suite dedicated to assisting you through your training. For tutor, technical and administrative support, please mail us on training.support@orbussoftware.com.

This course is delivered by Good e-Learning, which is a fully accredited training provider.

This course is delivered by Good e-Learning who are the accredited training provider.

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Key Features

Duration of access:
6 months

Training hours:
23 hours

Accredited by:
PeopleCert

Training delivered by:
Good e-Learning

Free Exam Voucher

Buy Now Request Information Convince My Boss

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24/7 access through multiple devices

Offline mode to study on the move

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Convince Your Boss Email

Dear [your boss's name]:

I'd like to expand and prove my technical skills by earning a ITIL® Service Operation (SO) Certification. The registration fee is {{course.Price | currencySymbol:course.Currency}}.

When I pass this certification, you'll have proof of my ability to work with ITIL® Service Operation (SO). Orbus Software has training and online resources to help me prepare for the exam. I believe I'll be more effective and productive after achieving this valuable technical certification.

Let me know if you have any questions. In the meantime, you can find out more about this at https://www.orbussoftware.com/online-training/it-service-management/itil-service-operation-so/. As you can see, the exam validates skills that are crucial to our team's success.

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[your name]