ITIL Service Operation (SO) Training

Live Online & Classroom Enterprise Training

Master the essentials of ITIL Service operations, processes, policies, methods, and lifecycle. Gain an in-depth knowledge of service operation purpose, principles, activities, functions, enabling technology, and implementation considerations with SpringPeople ITIL Service Operation Training.

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What is ITIL SO Training about?

SpringPeople ITIL Service Operation Training will help candidates learn to plan, implement, and optimize service operation processes that align with their organizational strategy.

With this training, candidates will gain an in-depth knowledge of the ITIL Service Operation processes and sub-process, activities, methods, and functions. They will learn how all process interacts with each other and practice concepts of service management and service operation principles.

This ITIL Service Operation course focuses on IT governance, risks, budgets and will provide candidates with service operations expertise during strategy, design and transition phase.

With this ITIL Service Operation Training, candidates will be better prepared to tackle their ITIL Service Operations exam.

What are the objectives of ITIL SO Training ?

After attending the ITIL Service Operation Training, candidates will be able to:

Plan key activities for ITIL Service Operation processes
Maintain stability in SO while allowing for changes in design, scale, scope, and service
Support operations through new models and architectures
Evaluate SO processes with critical success factors and KPIs
Pass ITIL SO exam

Who is ITIL SO Training for?

IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Teams managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

What are the prerequisites for ITIL SO Training?

Basic IT literacy and around two years of IT experience
Must hold the ITIL Foundation Certificate

Available Training Modes

Live Online Training

18 Hours

Classroom Training

3 Days

Course Outline Expand All

Expand All

1. Service Operation Practices

Purpose and Objectives of Service Operation

Scope of Service Operation

Context of Service Operation in the Service Lifecycle

Business Value of Service Operation

Fundamentals

2. Service Operation Principles

Achieving Balance in Service Operation

Providing Good Service

Operations Staff Involvement in Other Lifecycle Stages

Operational Health

Communication

Documentation

Service Operation Inputs and Outputs

3. Event Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks

4. Incident Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks

5. Problem Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs and Outputs

CSFs and KPIs

Challenges and Risks

6. Request Fulfillment Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks

7. Access Management Process

Purpose, Objectives, and Scope

Business Value

Policies, Principles, and Basic Concepts

Process Activities, Methods, and Techniques

Triggers, Inputs, and Outputs

CSFs and KPIs

Challenges and Risks

8. Common Service Operation Activities

Monitoring and Control

IT Operations

Server and Mainframe Management and Support

Network Management

Storage and Archive

Database Administration

Directory Services Management

Desktop and Mobile Device Support

Middleware Management

Internet/Web Management

Facilities and Data Center Management

Operational Activities of Processes in Other Lifecycle Stages

Improvement of Operational Activities

9. Service Desk Function

Role, Objectives, and Organizational Structures

Service Desk Staffing and Environmental Considerations

Key Considerations for Outsourcing the Service Desk

Key Roles Supporting the Service Desk

10. Technical Management Function

Role, Objectives, and Activities

Relationship Between Technical Design and Technical Maintenance and Support

Metrics to Measure Technical Management

Key Technical Management Documentation

Roles Supporting Technical Management

11. IT Operations Management Function

Role, Objectives, and Activities

Metrics to Measure IT Operations Management

Key IT Operations Management Documentation

Roles Support IT Operations Management

12. Applications Management Function

Role, Objectives, and Activities

Principles of Application Management

Application Management Lifecycle

Metrics to Measure Applications Management

Key Applications Management Documentation

Roles Supporting Applications Management

13. Service Operation Organizational Structures

Different Approaches to Organizing Functions

Advantages and Disadvantages of Each Organizational Approach

14. Technology and Implementation Considerations

Generic Technology Considerations

Event Management Technologies

Incident Management Technologies

Problem Management Technologies

Request Fulfillment Technologies

Access Management Technologies

Service Desk Technologies

Managing Change in Service Operation

Service Operation and Project Management

Assessing and Managing Risk in Service Operation

Operational Staff Involvement in Service Design and Service Transition

Planning and Implementing Service Management Technologies

Challenges of Service Operation

CSFs of Service Operation

Risks of Service Operatio

Who is the instructor for this training?

The trainer for this course is AXELOS certified and has years of experience mentoring and training professionals in the domain.

ITIL SO Training - Certification & Exam

SpringPeople is an Accredited Training Organization (ATO) and AXELOS Accredited Training Provider.
SpringPeople ITIL Service Operation Training prepares candidates for the “ITIL Service Operation” exam.
The ITIL Service Operation exam can be taken on the last day of the course (in-class), or at any time after the course is completed via ProctorU (online) or at an eligible testing center
Click here to download the exam guide.
The certification exam fee is included in the training fee and candidates will get the exam voucher from SpringPeople at the end of the training.
Achieving the ITIL SO certification provides candidates with three credits towards their ITIL Expert certification
The official result of this exam is issued within 2 business days from the date of the exam submission. If a candidate clears the exam, they will receive an electronic certificate along with the official result. Both the official result and the electronic certificate will be uploaded on their PeopleCert Account.

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