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ITIL® Intermediate SO Certification Training

Course Description

ITIL® Intermediate SO Certification Training

This ITIL® Intermediate Service Operation (SO) training course is one of the key qualifications within ITIL Service Lifecycle training and proves your ability to enable responsive, stable, and repeatable IT service delivery. The ITIL framework sets internationally recognized benchmarks for IT professionals.

Course Overview

Professionals involved in the management of IT service operations will benefit from the ITIL Intermediate SO certification. This SO training course focuses on IT governance, risks, budgets, and strategic assets. You will gain service operation expertise during the strategy, design, and transition phases as you get prepared for the ITIL SO exam.


The target group for the ITIL Intermediate SO Certificate includes, but is not limited to, Chief Information Officers (CIOs), Chief Technology Officers (CTOs), IT managers and supervisory staff, team leaders, service designers, IT architects, IT planners, IT consultants, IT audit managers, and IT security managers.


To be eligible for taking the ITIL Intermediate SO examination, the candidate should take the training with an accredited training organization. Basic IT literacy and approximately two years of IT experience are highly desirable. Applicants should hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications). Candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Operation publication in preparation for the examination (specifically Chapter 2: Service Management as a Practice).

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Course Syllabus

Learning Unit 00 – Introductory Lesson

0.1 ITIL 2011 Lifecycle Module Service Operation
0.2 Agenda
0.3 Objective
0.4 ITIL® 2011 Introduction
0.5 ITIL® 2011 Intermediate
0.6 ITIL – Qualification Criteria
0.7 Definition Of Service Lifecycle
0.8 Definition Of Service Capability
0.9 Difference between Lifecycle And Capability Modules
0.10 Managing Across The Lifecycle
0.11 Accreditation Institute
0.12 SO Course Description
0.13 Course Objective
0.14 Target Candidate
0.15 Target Candidate Contd..
0.16 Exam Pre – Requisites
0.17 ITIL® 2011 Service Operation Exam Format
0.18 Exam Tips
0.19 Course Outline
0.20 Quiz
0.21 Foundation Basics
0.22 Foundation Basics
0.23 Foundation Basics
0.24 Foundation Basics
0.25 Foundation Basics
0.26 Foundation Basics
0.27 Foundation Basics
0.28 Foundation Basics
0.29 Foundation Basics
0.30 Thank You

Learning Unit 01 – Introduction to Service Operation

1.1 Introduction To Service Operation
1.2 ITIL And Good Practice In Service Management
1.3 ITIL – The Library Constituents
1.4 Service Operation – Purpose
1.5 Service Operation – Objectives
1.6 Service Operation – Scope
1.7 Service Operation – Value To Business
1.8 Context Of Service Operation In Service Lifecycle
1.9 Service Operation – Fundamentals
1.10 Summary
1.11 Quiz

Learning Unit 02 – Service Operation Principles

2.1 Service Operation Principles
2.2 Service Operation: Responsibilities
2.3 Achieving Balance In Service Operation
2.4 Achieving Balance In Service Operation
2.5 Achieving Balance In Service Operation
2.6 Achieving Balance In Service Operation
2.7 Providing Good Service
2.8 Operational Staff Involvement In Service Strategy
2.9 Operational Staff Involvement In Service Design
2.10 Operational Staff Involvement In Service Transition
2.11 Operational Staff Involvement In Continual Service Improvement
2.12 Operational Health
2.13 Communication
2.14 Communication
2.15 Documentation
2.16 Service Operation: Inputs And Outputs
2.17 Service Operation: Inputs And Outputs
2.18 Service Operation: Inputs And Outputs
2.19 Service Operation: Inputs And Outputs
2.20 Summary
2.21 Quiz

Learning unit 03 – Service Operation Processes

3.1 Service Operation Processes
3.2 Service Operation Processes
3.3 Event Management
3.4 Event Management – Purpose And Objectives
3.5 Event Management – Scope
3.6 Event Management – Value To Business
3.7 Event Management – Policies
3.8 Event Management – Basic Concepts
3.9 Event Management – Basic Concepts
3.10 Event Management – Basic Concepts
3.11 Event Management – Basic Concepts
3.12 Event Management – Basic Concepts
3.13 Event Management – Process Activities
3.14 Event Management – Triggers, Inputs, Outputs And Interfaces
3.15 Event Management – Triggers, Inputs, Outputs And Interfaces
3.16 Event Management – Triggers, Inputs, Outputs And Interfaces
3.17 Event Management – Triggers, Inputs, Outputs And Interfaces
3.18 Event Management – CSFs And KPIs
3.19 Event Management – Challenges And Risks
3.20 Event Management – Challenges And Risks
3.21 Event Management – Roles
3.22 Exercise
3.23 Case Study – one
3.24 Case Study – Two
3.25 Incident Management
3.26 Incident Management – Purpose And Objectives
3.27 Incident Management – Scope
3.28 Incident Management – Value To Business
3.29 Incident Management – Policies
3.30 Incident Management – Basic Concepts
3.31 Incident Management – Basic Concepts
3.32 Incident Management – Process Flow
3.33 Incident Management – Triggers, Inputs, Outputs And Interfaces
3.34 Incident Management – Triggers, Inputs, Outputs And Interfaces
3.35 Incident Management – Triggers, Inputs, Outputs And Interfaces
3.36 Incident Management – Triggers, Inputs, Outputs And Interfaces
3.37 Incident Management – CSFs And KPIs
3.38 Incident Management – Challenges And Risks
3.39 Incident Management – Challenges And Risks
3.40 Incident Management – Roles
3.41 Problem Management
3.42 Problem Management – Purpose And Objectives
3.43 Problem Management – Scope
3.44 Problem Management – Value To Business
3.45 Problem Management – Policies
3.46 Problem Management – Basic Concepts
3.47 Problem Management – Process Flow
3.48 Problem Management – Triggers, Inputs, Outputs And Interfaces
3.49 Problem Management – Triggers, Inputs, Outputs And Interfaces
3.50 Problem Management – Triggers, Inputs, Outputs And Interfaces
3.51 Problem Management – Triggers, Inputs, Outputs And Interfaces
3.52 Problem Management – CSFs And KPIs
3.53 Problem Management – Challenges And Risks
3.54 Problem Management – Challenges And Risks
3.55 Problem Management – Roles
3.56 Request Fulfillment
3.57 Request Fulfillment – Purpose And Objectives
3.58 Request Fulfillment – Scope
3.59 Request Fulfillment – Value To Business
3.60 Request Fulfillment – Policies
3.61 Request Fulfillment – Basic Concepts
3.62 Request Fulfillment – Process Activities
3.63 Request Fulfillment – Triggers, Inputs, Outputs And Interfaces
3.64 Request Fulfillment – Triggers, Inputs, Outputs And Interfaces
3.65 Request Fulfillment – Triggers, Inputs, Outputs And Interfaces
3.66 Request Fulfillment – CSFs And KPIs
3.67 Request Fulfillment – Challenges And Risks
3.68 Request Fulfillment – Challenges And Risks
3.69 Request Fulfillment – Roles
3.70 Access Management
3.71 Access Management – Purpose And Objectives
3.72 Access Management – Scope
3.73 Access Management – Value To Business
3.74 Access Management – Policies
3.75 Access Management – Basic Concepts
3.76 Access Management – Basic Concepts
3.77 Access Management – Process Activities
3.78 Access Management – Triggers, Inputs, Outputs And Interfaces
3.79 Access Management – Triggers, Inputs, Outputs And Interfaces
3.80 Access Management – Triggers, Inputs, Outputs And Interfaces
3.81 Access Management – Triggers, Inputs, Outputs And Interfaces
3.82 Access Management – CSFs And KPIs
3.83 Access Management – Challenges And Risks
3.84 Access Management – Challenges And Risks
3.85 Access Management – Roles
3.86 Summary
3.87 Exercise
3.88 Case Study – 2
3.89 Case Study – 2
3.90 Quiz

Learning Unit 04 – Common Service Operation Activities

4.1 Common Service Operation Activities
4.2 Moving From Technology Centric To Business Centric
4.3 Monitoring And Control
4.4 Monitoring And Control
4.5 IT Operations
4.6 Server And Mainframe Management And Support
4.7 Network Management
4.8 Storage And Archive
4.9 Database Administration
4.10 Directory Services Management
4.11 Desktop And Mobile Device Support
4.12 Middleware Management
4.13 Middleware Management
4.14 Internet And Web Management
4.15 Facilities And Data Center Management
4.16 Data Centre Strategies
4.17 Operational Activities Of Processes Covered In Other Lifecycle Stages
4.18 Change Management
4.19 Service Asset And Configuration Management
4.20 Release And Deployment Management
4.21 Capacity Management
4.22 Demand Management
4.23 Availability Management
4.24 Knowledge Management
4.25 Financial Management For IT Services
4.26 IT Service Continuity Management
4.27 Information Security Management
4.28 Service Level Management
4.29 Improvement Of Operational Activities
4.30 Summary
4.31 Quiz

Learning Unit 05 – Organizing for Service Operation

5.1 Organizing For Service Operation
5.2 Functions Within Service Operation
5.3 Functions Within Service Operation
5.4 Service Desk
5.5 Business Benefits Of Service Desk
5.6 Service Desk Objectives
5.7 Service Desk Responsibilities
5.8 Service Desk Structures
5.9 Local Service Desk
5.10 Centralized Service Desk
5.11 Virtual Service Desk
5.12 Follow The Sun
5.13 Specialized Service Desk Groups
5.14 Service Desk Roles
5.15 Service Desk Roles
5.16 Technical Management
5.17 Technical Management – Objectives
5.18 Technical Management – Activities
5.19 Technical Management Roles
5.20 Technical Management Organization
5.21 Technical Design And Technical Maintenance And Support
5.22 Measuring Technical Management Performance
5.23 Technical Management Documentation
5.24 IT Operations Management
5.25 IT Operations Management
5.26 IT Operations Management – Objectives
5.27 IT Operations Management Sub-functions
5.28 IT Operations Management Roles
5.29 IT Operations Management Organization
5.30 Measuring IT Operations Management Performance
5.31 IT Operations Management Documentation
5.32 Application Management
5.33 Application Management – Objectives
5.34 Application Management – Activities
5.35 Application Management Roles
5.36 Application Management Principles
5.37 Application Management Lifecycle
5.38 Application Management Organization
5.39 Application Management Organization
5.40 Measuring Application Management Performance
5.41 Application Management Documentation
5.42 Structures
5.43 Summary
5.44 Exercise
5.45 Case Study
5.46 Case Study
5.47 Quiz

Learning Unit 06 – Technology Considerations

6.1 Technology Considerations
6.2 Generic Requirements
6.3 Event Management – Technology Considerations
6.4 Incident Management – Technology Considerations
6.5 Request Fulfillment – Technology Considerations
6.6 Problem Management – Technology Considerations
6.7 Access Management – Technology Considerations
6.8 Service Desk – Technology Considerations
6.9 Summary
6.10 Exercise
6.11 Case Study
6.12 Case Study
6.13 Quiz

Learning Unit 07 – Implementation of Service Operation

7.1 Implementation Considerations
7.2 Implementation Considerations
7.3 Managing Change In Service Operation
7.4 Service Operation And Project Management
7.5 Assessing And Managing Risks In Service Operation
7.6 Operational Staff In Service Design And Transition
7.7 Planning And Implementing Service Management Technologies
7.8 Summary
7.9 Quiz

Learning Unit 08 – Challenges, Critical Success Factors and Risks

8.1 Challenges Critical Success Factors And Risks
8.2 Critical Success Factors
8.3 Challenges
8.4 Risks
8.5 Summary
8.6 Exercise
8.7 Case Study
8.8 Case Study
8.9 Quiz

Learning unit 09 – Summary, case studies, exam preparation and directed

9.1 Summary And Directed Studies
9.2 Checkpoints
9.3 Case Studies Directed Studies And Glossary
9.4 Thank You


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Frequently Asked Questions

How does online education work on a day-to-day basis?
Instructional methods, course requirements, and learning technologies can vary significantly from one online program to the next, but the vast bulk of them use a learning management system (LMS) to deliver lectures and materials, monitor student progress, assess comprehension, and accept student work. LMS providers design these platforms to accommodate a multitude of instructor needs and preferences.
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The concern that online students cheat more than traditional students is perhaps misplaced. When researchers at Marshall University conducted a study to measure the prevalence of cheating in online and classroom-based courses, they concluded, “Somewhat surprisingly, the results showed higher rates of academic dishonesty in live courses.” The authors suggest the social familiarity of students in a classroom setting may lessen their sense of moral obligation.
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Choosing the right course takes time and careful research no matter how one intends to study. Learning styles, goals, and programs always vary, but students considering online courses must consider technical skills, ability to self-motivate, and other factors specific to the medium. Online course demos and trials can also be helpful.
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