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ITIL ITIL Intermediate SO Certification Training

ITIL Intermediate SO Certification Training

699.00 699.00

  • Course Delivery: On Demand
  • Duration: 9 
  • Language: English
  • Difficulty: Intermediate
  • Audience: ITIL Professionals

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Key Features

  • 9 hours of high-quality e-learning content
  • 30 PDUs offered
  • Highest pass rate
  • 10 chapter-end quizzes
  • 2 ITIL Intermediate SO sample test papers
  • ITIL Intermediate SO exam fee included
  • Accredited by AXELOS
  • Mobile friendly


The Service Operation (SO) is a part of Lifecycle Stream of ITIL® Intermediate level and one of the courses leading to the ITIL Expert Certificate in IT Service Management. The training content approved by APMG and CSME, focuses on co-ordination and execution of activities and processes included in service operations. ITIL SO certification training will enhance your knowledge on the on-going management of service operations, and also how to deliver effective and efficient services.


Course Objectives

The learning objectives of this course are given below:

  • Explain the purpose, objectives, scope of service operations, and its value to business
  • Describe how to manage processes and technology at agreed levels to meet user and customer needs
  • Assess challenges, critical success factors, and risks associated with Service Operations
  • Explain how to co-ordinate and carry out activities in other Lifecycle stages

Topics Covered

Introduction to Service Operation

  • Purpose, objective, scope, and value to business of SO
  • The context of service operation and lifecycle
  • Service operation fundamentals

Service Operation Principles

  • Achieving balance in service operation
  • Providing good service
  • Involvement in other lifecycle stages
  • Operational health
  • Communication
  • Documentation
  • Service operation inputs and outputs

Service Operation Processes

  • Purpose, objectives, scope, and value to business of each process
  • Policies, principles, and basic concepts
  • Process activities, methods, and techniques
  • Triggers, inputs, outputs, and interfaces
  • Critical success factors and KPIs
  • Challenges and risks

Common Service Operation Activities

  • Monitoring and control
  • IT operations
  • Server and mainframe management and support
  • Network management
  • Storage and archive
  • Database administration
  • Directory service management
  • Desktop and mobile device support
  • Middleware management
  • Internet and Web management
  • Facilities and data center management
  • Operational activities of processes covered in other lifecycle stages
  • Improvement of operational activities

Organizing for Service Operation

  • Functions
    • Service desk function
    • Technical management function
    • Application management function
  • Roles
  • Service operation organizational structures
  • Technology Considerations

    • Generic requirements
    • Event management
    • Incident management
    • Request fulfilment
    • Problem management
    • Access management
    • Service desk

    Implementation of Service Operation

    • Managing change in service operation
    • Service operation and project management
    • Accessing and managing risk in service operation
    • Operational staff in design and transition
    • Planning and implementing service management technologies

    Challenges, Critical Success Factors, and Risks

    • Challenges
    • Critical success factors
    • Risks


    Two years of experience in the field of IT is highly desirable. Candidates should also spend some time reviewing the syllabus and the ITIL® Service Design publication to prepare for the exam.


    Quiz Information

    Ten end-of-chapter quizzes and two simulation exams



    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.

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