ITIL Intermediate Service Operation (SO) – Online Training

$997.27 + GST

*Kindly note that all prices are quoted in AUD

Category: SKU: CLP-ITSM-ITIL-SO-001 Tags:


ITIL Intermediate Service Operation focuses on the principles, processes, operational activities and functions that enable organisations and individuals to successfully manage how their products and services perform. ITILĀ® Intermediate Service Operation (SO) is one of five ITILĀ® Service Lifecycle modules.


ITIL Intermediate Service Operation Online Training covers the following topics:


1. Introduction

  • Overview
  • Context
  • ITIL in relation to other publications in the Best Management Practice portfolio


2. 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


3. Service Operations Processes

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Request Fulfilment
  • Problem Management
  • Access Management


4. 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


5. Organizing for Service Operation Functions

  • Service Desk Function
  • Technical Management Function
  • Applications Management
  • IT Operations Management
  • Technology Considerations
  • Tools to support SO activities
  • Summary


7. Implementing Service Operation

  • Managing Change in Service Operation
  • Planning & Implementing Service Management Technologies
  • Deployment and Capacity Checks


8. Challenges, risks and critical success factors

  • Challenges
  • Critical success factors
  • Risks
  • Summary
Course Type : Online
Course Duration : 180 days access to online training programme
Certificates : Please note that the certification exam is NOT part of this course. If you want to order the certification exam separately, please contact us.


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