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Offers the best of the content to equip the seekers with knowledge in IT services Operations and enable them to qualify in ITIL-SO Certification Exam.


Course Description

ITIL Intermediate Service Operation course will impart strong foundational knowledge required to pass the ITIL Service operation certification exam by Axelos. Moreover, this certificate will contribute towards the 3 credits for the ITIL Expert certification.
The main objective of the ITIL Service operation is to ensure effective and efficient delivery of IT services to the satisfaction of the customers. Service operation involves routine operational tasks, servicing user requests satisfactorily and timely resolution of service failures and efficient fixing of problems. These tasks are addressed by various service operation processes.

Learning Outcomes

  • In-depth understanding of the purpose and scope of service operation and the value to business.
  • In-depth understanding of the service operation processes and their associated roles, responsibilities, challenges, risks, and the critical success factors.
  • Review of service operation activities and interaction of activities in other lifecycle stages.
  • Understanding how service operation is organized and how the functions are mapped to various roles and responsibilities.
  • Overview of technology and implementation considerations.

Pre-requisite

An individual needs to attain ITIL Foundation Certification.

Who is this course intended for?

The target group of the ITIL® Intermediate SO Certificate includes anybody who is involved in IT service operation, but is not restricted to:
  • Chief Information Officers (CIOs)
  • Chief Technology Officers (CTOs)
  • Managers
  • Supervisory Staff
  • Team Leaders
  • Service Designers
  • IT Architects
  • IT Planners
  • IT Consultants
  • IT Audit Managers
  • IT Security Managers

Course Curriculum

Introduction to ITIL
ITIL Service Lifestyle
ITIL Service Lifestyle 00:00:00
Introduction to Service Operations
Introduction to Service Operations – Value and Challenges 00:00:00
Service Operations Processes
Service Operations Processes – Introduction 00:00:00
Service Operations Process Part 1 00:00:00
Service Operations Process Part 2 00:00:00
Service Operations Process Part 3 00:00:00
Service Operations Process Part 4 00:00:00
Service Operations Functions
Service Operations Functions Part 1 00:00:00
Service Operations Functions Part 2 00:00:00
Service Operations Principals
Service Operations Principals 00:00:00
Event Management
Event Management Correlation engines 00:00:00
Incident Management
Incident Management – Introduction 00:00:00
Incident Management Part 1 00:00:00
Incident Management Part 2 00:00:00
Incident Management Part 3 00:00:00
Problem Management
Problem Management – Introduction 00:00:00
Problem Management Part 1 00:00:00
Problem Management Part 2 00:00:00
Problem Management Part 3 00:00:00
Request Fulfillment/ Management
Service Request Management – Introduction 00:00:00
Request Fulfillment Management Part 1 00:00:00
Request Fulfillment Management Part 2 00:00:00
Request Fulfillment Management Part 3 00:00:00
Request Fulfillment Management Part 4 00:00:00
Access Management
Access Management – Introduction 00:00:00
Access Management Part 1 00:00:00
Access Management Part 2 00:00:00
Access Management Part 3 00:00:00
Operational Activities of Processes
Operational Activities of processes 00:00:00
Operational Activities of processes Part 2 00:00:00
Common Service Operational Activities
Common Service Operational Activities Part 1 00:00:00
Common Service Operational Activities Part 2 00:00:00
Common Service Operational Activities Part 3 00:00:00
Common Service Operational Activities Part 4 00:00:00
Common Service Operational Activities Part 5 00:00:00
Technical Management
Technical Management 00:00:00
IT Operations Management
IT Operations Management 00:00:00
Application Management
Application Management 00:00:00
Generic Roles and Responsibilities
Generic Roles and Responsibilities 00:00:00
Technology Considerations
Technology Considerations 00:00:00
Implementation Considerations
Implementation Considerations 00:00:00
Challenges, Critical Success Factors and Risks
Challenges, Critical Success Factors and Risks 00:00:00

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