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ITIL Service Operation (SO) Training

Live Online & Classroom Enterprise Training

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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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Key Features
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  • 100% Money Back Guarantee

PDP BG 1
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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
Available Training Modes

Live Online Training

18 Hours

Classroom Training

 

3 Days
PDP BG 2

Who is ITIL SO training for?

  • IT operations, technical, or IT management personnel requiring more i... Read More

What are the prerequisites for ITIL SO training?

  • Basic IT literacy and around two years of IT experience
  • ... Read More

Course Outline

  • 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.

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ITIL Service Operation (SO) Training - Certification & Exam

  • SpringPeople is an Accredited Training Organization (ATO) and AXELOS Accredited Training Provider.
  • SpringPeople Read More

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