ITIL® Service Operation

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E-learning ITIL® SERVICE OPERATION (SO)

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Study for a qualification in ITIL Service Operation (SO) by taking an online training course from 4PA!

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for an ITIL Service Operation qualification in IT Service Management.

Why you Should Take This Course?

ITIL Service Operation (SO) is a free-standing qualification and is one of five ITIL Service Lifecycle modules that can work towards you achieving your ITIL expert qualification.

The purpose of this course is to help you gain detailed knowledge on industry practices in service management as documented in the ITIL Service Operation publication.

The course covers the management-level concepts and core information of the supporting activities within Service Operation, but not specific details about each of the supporting processes.

Browse the course syllabus for a full module by module breakdown of what’s included.

With this course, you’ll receive 6 months access from the date of purchase as well as a FREE exam voucher to use whenever you are ready to sit the exam!

ITIL Service Operation (SO) ensures that the strategy requirements which service design used to design the new or changed service and transition moved into the live environment are realized by delivery of live services in the service operation stage.

Operations run the service as business as usual, ensuring that the agreed customer and business requirements are fulfilled.

This course will provide you with a good understanding of the Service Operation principles, its processes and other aspects of this crucial lifecycle stage.

Our course has been fully accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for IT Service Management.

Why Study ITIL SO with 4PA?

4PA is :

  • A Leading Training & Consulting Organization
  • Accredited by various principals
  • World-wide presence and delivery models
  • Unique, but proven,knowledge transfer and validation techniques
  • Adds great value to the Organizations
  • Result oriented approach

The Benefits of eLearning:

  • All 4PA courses run entirely over the web and have been carefully designed to provide the most comprehensive, interactive and flexible learning experience available. Study when it suits you – at home, at work or on the move.

  • Flexibility to learn from your desktop, laptop or tablet at your own pace, when it suits YOU. Anytime. Anywhere (an internet connection is required).

  • Our courses are easy-to-use. Participants will benefit from an interactive multimedia environment that enhances the way you study.

  • With eLearning, individuals and organizations avoid the typical costs of travel and consultancy by studying independently online.

  • Our online training courses are designed with mobility and accessibility in mind. You can access your training from any desktop computer, laptop, tablet, or mobile phone.

This e-learning course contains all the learning materials you need in order to prepare for the ITIL Service Design exam.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL® Service Operation Certificate in IT Service Management.

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 23 hours of personal study.

Full Details of our ITIL SO Course:

Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Browse the contents of this eLearning course by clicking on a module title below that you would like to know more about. Why not try a free trial module of our course before you buy!

Module 1: Introduction to Service Operation

This module covers the introduction of the core concepts and terminology of service operation in relation to the execution and co-ordination of the activities and processes required to deliver, manage and support services at agreed levels to business users and customers.

The candidate must be able to understand and describe:

 The purpose and objectives of service operation
 The scope of service operation
 Service operation’s value to the business
 Service operation fundamentals
 The context of service operation in relation to the other stages of the service lifecycle

Module 2: Service Operation Principles

  • This module addresses service operation principles. All aspects related to operations are covered including achieving balance in service operations, providing good service, involvement in other lifecycle stages and operational health.

    The learning objectives for this lesson cover the knowledge, interpretation and analysis of service operation principles:

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

    Module 3: Service Operation Processes

  • The module covers the managerial and supervisory aspects of service operation processes. It excludes the day-to-day operation of each process. More detailed process operation guidance is covered in the service capability courses.

    Each process is considered from the management perspective. That means at the end of this module you should understand those aspects that would be required to understand each process and its interfaces, oversee its implementation and judge its effectiveness and efficiency.

    The candidate must be able to understand and describe:

     The purpose and objectives
     The scope of the process
     Value to the business
     High level process activities, methods and techniques
     Triggers, inputs, outputs and interfaces
     CSFs and KPIs

    Module 4: Common Service Operation Activities

  • This module covers the activities commonly performed in service operation.

    The learning objectives for this module cover the knowledge, interpretation and analysis of service operation principles, techniques and relationships and their application to the delivery and support of services at agreed levels.

    The candidate must be able to understand, describe, apply, or analyze:

     Monitoring and control, as it relates to event management in service operation
     IT operations for management of the operational environment
     Server and mainframe management and support
     Network management
     Storage and archive
     Database administration
     Directory services management

    Module 5: Organizing for Service Operation

  • This module covers the knowledge, interpretation and analysis of the organization of service operation through the service operation functions (e.g. service desk, technical management, IT operations management and application management) and maps these functions to roles, responsibilities and activities as well as organizational structures.

    The lesson covers:

     Organization of service operation through the service operation function of the service desk
     Technical management function
     IT operations management function
     Application management function
     Organizational structures

    Module 6: Technology Considerations

  • This module covers technology as part of implementing service management process capabilities. It also covers the special technology functions and features that are related to service operation practices.

    This module enables understanding of the following:

     The generic requirements for service management tools
     Event management
     Incident management
     Request fulfilment
     Problem management
     Access management
     Service desk

    Module 7: Implementation of Service Operation

  • This module covers how implementation considerations contribute to service operation.

    The candidate must be able to understand, describe, apply, or analyze:

     Managing change in service operation
     Service operation and project management
     Assessing and managing risk in service operation
     Operations staff involvement in service design and service transition
     Planning and implementing service management technologies within a company

    Module 8: Challenges, Critical Success Factors and Risks of Service Operation

  • This module covers the challenges and risks facing service operation and how critical success factors (CSF) contribute to service operation.

    The learning objective for this module is to understand the:

     Challenges
     Critical success factors
     Risks

    Module 9: Exam Preparation

  • This module summarizes the material covered in the previous modules and prepares candidates for the examination.

     
     

Thinking of sitting the ITIL Service Operation Exam? On this page, you will find everything you need to know!

In order to achieve this ITIL Intermediate qualification, you must pass the ITIL® Service Operation Certificate in IT Service Management exam.

You can take the exam online (virtually) using a service provided by PeopleCert.

What you Need to Know About the Exam:

The examination will consist of a complex multiple choice, scenario-based closed book paper of 8 questions, to be answered within 90 minutes.

To pass the exam you must get 28 out of 40 questions correct, or 70% and If successful, delegates will gain 3 credits towards ITIL Expert level.

The course materials provided in the Service Operation eLearning course will provide you with all the information you need for this exam.

Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).

Before you book you can test that your computer configuration will meet the requirements for a PeopleCert exam, using this online test.

This test focuses on the suitability of your webcam, microphone and internet connection. Please Visit the PeopleCertwebsite for a complete list of information and guidance.

You Will be Tested on:

  • Introduction to Service Operation

  • Service Operation Principles

  • Service Operation Processes

  • Common Service Operation Activities

  • Organizing for Service Operation

  • Technology Considerations

  • Implementation of Service Operation

  • Challenges, Critical Success Factors and Risks of Service Operation

  • Exam Preparation

Why not try out a free trial module from our ITIL Service Operation eLearning course!

In this ITIL Intermediate trial module, you will learn about the purpose objectives and scope of Service Operation and its value to the business.

You will also learn the Service Operations fundamentals and the context of Service Operation in relation to the other service lifecycle stages of service strategy, service design, service transition and continual service improvement.

Try the Course Before you Buy!

Like the full ITIL Service Operation (SO) eLearning course, you can access this free trial module from any device whether you are at home, at work, or on the move!

Our course has been fully accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for IT Service Management.

If you require any other information regarding the course or how to access the e-learning on a mobile device, please feel free to leave your details with us via our online contact form and a member of our team will be in touch.

ITIL SO Free Trial

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