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ITIL Service Operation (SO) Training

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Gain an in-depth understanding of the core principles of ITIL service operation (SO). Discover the purpose, principles, processes, activities, functions, technology, and implementation considerations of ITIL service operation.

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PDP BG 1
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What is ITIL Service Operation (SO) training about?

Master core concepts of processes, policies, and methods associated with the service operation phase of the service lifecycle. Gain a holistic understanding of the service transition purpose, principles, processes, activities, functions, technology, and implementation considerations. This comprehensive course enables you to master the core disciplines of ITIL best practices and position you to be an expert in ITIL Service Operation (SO).

Be the ITIL Service Operation expert your organisation seeks.

Suggested Audience

This course is best suited for:

  • IT operations, technical, and IT management personnel
  • Professionals responsible for managing, implementing, or consulting on ITIL processes

What are the objectives of ITIL Service Operation (SO) training?

The ITIL Service operation (SO) training course enables you to:

  • Understand the importance of service management as a practice concept and service operation principals, purpose, and objectives
  • Gain a holistic understanding of how all processes in ITIL service operation interact with other service lifecycle processes
  • Master the sub-processes, activities, methods, and functions used in each of the ITIL service operation processes
  • Understand the roles and responsibilities within ITIL service operation and the activities and functions to achieve operational excellence
  • Measure ITIL service operation
  • Consider the technology and implementation surrounding ITIL service operation
  • Understand the challenges, critical success factors, and risks associated with ITIL service operation
Available Training Modes

Live Online Training

Classroom Training

 

PDP BG 2

Who is ITIL Service Operation (SO) training for?

  • Anyone who wants to add ITIL Service Operation (SO) skills to their profile
  • Teams getting started on ITIL Service Operation (SO) projects
  • What are the prerequisites for ITIL Service Operation (SO) training?

    The prerequisites for the course are:

    • ITIL Foundation Certification (v3 or newer)
    • Two years of relevant work experience
    • Review the ITIL 2011 publication Service Operation (2011 Edition, ISBN 9780113313075) and
    • Complete at least 21 hours of personal study

    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 ITIL Service Operation (SO) has extensive experience in this domain, including years of experience training & mentoring professionals.

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