ITIL® Intermediate SO

Agenda

Course Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

In addition the training for this certification should include examination preparation, including a mock examination opportunity.

• Introduction to service operation
• Service operation principles
• Service operation processes
• Common service operation activities
• Organizing for service operation: functions
• Technology considerations
• Implementation of service operation
• Challenges, critical success factors and risks

Course Outline

• Introduction
  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio
• Service Operation Principles
  • Achieving Balance in Service Operation
  • Internal IT View vs. External Business View
  • Stability vs. Responsiveness
  • Quality of Service vs. Cost of Service
  • Reactive vs. Proactive
  • Providing Good Service
  • Operational Health
  • Communications
  • Meetings
• Service Operations Processes
  • Event Management
  • Incident Management
  • Request Fulfilment
  • Request Fulfilment
  • Problem Management
  • Access Management
• Common Service Operation Activities
  • Monitoring
  • Reporting
  • Control
  • Key Performance Indicators
  • Console Management/Operations Bridge
  • Jo Scheduling
  • Backup
  • Restore
  • Print & Output Management
  • Server & 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
• Organizing for Service Operation Functions
  • Service Desk Function
  • Technical Management Function
  • Applications Management
  • IT Operations Management
• Technology Considerations
  • Tools to support SO activities
  • Summary
• Implementing Service Operation
  • Managing Change in Service Operation
  • Planning & Implementing Service Management Technologies
  • Deployment and Capacity Checks
• Challenges, risks and critical success factors
  • Challenges
  • Critical success factors
  • Risks
  • Summary

Key Features

What is Included

• Exam fees: Although the exam fees are included, but the exam has to be booked with the respective certifying bodies, in this case AXELOS. Instructions to book the exam will be included in the instructions within the course.
• Study guides including Video tutorials: Study as you prefer using PDF files, video tutorials, HTML format or podcasts. Explain the goals, objectives, scope and basic concepts of core ITIL® processes & functions and other syllabus areas of ITIL.
• Podcasts: Download it and listen to it at your convenience.
• Interactive Case Study: Professor Bubbleman App to help you apply the concepts learnt in real life scenarios.
• Interactive Glossary: Both PDF as well as interactive glossary tool provided to help you revise quickly.
• Crossword: Test your knowledge and have some fun doing it.
• Phone App: Download a very effective phone app to study on your mobile.
• Chapter Tests and Evaluation Tests: These tests assess the delegate's degree of understanding of the respective chapter content.
• AXELOS Sample Papers: To get a feel of the actual ITIL Foundation exam, take the full length sample papers as part of our online course and assess your responses with the provided answers to the same.

Who can Attend

Audience Profile

The Service Operation Certification is ideal for roles such as:

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Please note that you can also avail the ITIL Foundation training and certification with us.

Certification

About AXELOS

AXELOS are a new joint venture company, created by the Cabinet Office on behalf of Her Majesty's Government (HMG) in the United Kingdom and Capita plc to run the Best Management Practice portfolio, including the ITIL® and PRINCE2® professional standards..

AXELOS (The Accreditor) assess and license Examination Institutes (EIs) to administer ITIL accreditation and examination activities.

Why AXELOS?

The name AXELOS gives us a platform to stand out as:

• A modern, ever-evolving company on the world stage
• With a key focus on investing and developing new products
• Delivering new, ever more innovative methods of learning.

AXELOS translates appropriately globally, has impact and carries a certain degree of weight. Added to which, it has knowledge and wisdom, and gives a sense of a company that, whilst new, is still imbued with solidity and integrity.

Exam Format

The exam format is as follows:

• Multiple choice examination questions
• Eight questions per paper
• 28 marks required to pass (out of 40 available) - 70%
• 90 minutes’ duration
• Closed book.