ITIL® Intermediate (SO)

ITIL® Service Operation (SO)  manages the day-to-day operation of a service and provides guidance on the effective and efficient delivery and support of services. The purpose of SO is “ to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.” The objectives include: Maintain business satisfaction and confidence Minimize the impact of failure on day-to-day operations Ensure services are provided to authorized users only.

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Details for This Course
Date Duration Location Price Booking Enquiry
Jun 15 - Jun 16 2 days Dubai 3990.00 AED Book Now Enquiry
  • Overview
  • Course Objectives
  • Course Exam(s)
  • Who Should Attend
  • Course topics
  • Benefits

ITIL® Intermediate (SO)

ITIL® Intermediate Service Operation

Service Operation manages the day-to-day operation of a service and provides guidance on the effective and efficient delivery and support of services.

The purpose of SO is “ to coordinate and carry out the activities and processes required to deliver and manage services at agreed levels to business users and customers.”

Key features

  • 2 days instructor led classroom training
  • ITIL intermediate SO exam
  • Hard copy of the material
  • Softcopy of ITIL SO material
  • E- certificate
  • Highly competent and ITIL Expert certified trainers
 
 

ITIL® is a registered Trademark of AXELOS Limited. All rights reserved.

ITIL Certification Levels

The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail. The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest. There are five certification levels within the scheme:

  • Foundation Level
  • Intermediate Level
  • Expert Level
  • Master Level

To learn more on these levels please visit: www.axelos.com

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

 

Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications) A basic IT literacy and around 2 years IT experience are highly desirable.

Intermediate Exam Details:

  • Exam Duration: 90 Minutes
  • Exam Format: Multiple Choice, scenario based gradient scored question
  • Exam Pass Mark: 70%
  • Level of Qualification: Intermediate
  • Electronic Devices Permitted: No
  • Open Book: No
  • No. of questions: 8

 

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

 

ITIL Intermediate SO

  • Introduction to service operation
  • Service operation principles
  • Service operation processes
  • Common service operation activities
  • Organizing for service operation: functions
  • Technology considerations
  • SO executes and measures the efficiency and effectiveness of plans, designs and optimizations from the other lifecycle phases.
  • SO reduces unplanned labor costs
  • Reduce frequency and duration of outages
  • Meaningful management information useful to other processes and functions
  • Meet organizational security requirements
  • Standardized services improve productivity and quality of service delivery
  • Promotes automation which increases efficiencies and effectiveness of service delivery