The Service Operation (SO) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT service management.
This ITIL® Service Operation covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. The course will provide you with critical knowledge and practical guidance on the service delivery and support phase within ITIL’s service lifecycle model, viewed as the “factory” of IT.
Finally through this course you will be prepared for the exam leading to the the ITIL Intermediate Certificate: Service Operation.
How is this qualification is delivered?
Our courses are taught entirely online, meaning you can access the materials wherever, whenever, at a pace that suits you, without formal deadlines or teaching schedules.
These can be accessed through any device with an internet connection. Our e-learning platform is optimised for use on mobile, tablet, laptops and desktop computers.
How is the course assessed?
Our ITIL® Service Operation will ensure that you’re fully prepared for the exam. Successful completion of the exam – provided by the authorised awarding body – is a prerequisite to obtaining your qualification.
However you will be able to obtain a course completion certificate from St. Paul’s College upon completion of the course.
|Course Conventions & Agenda||00:06:00|
|IT Service Lifecycle Service Operation|
|Introduction to Service Operation||00:09:00|
|Principles of Service Operation||00:24:00|
|Service Operation Summary||00:03:00|
|Service Operation Processes|
|Operational Activities of Other Lifecycle Processes||00:11:00|
|Service Operation Processes Summary||00:04:00|
|Common Service Operation Activities|
|Common Activities Summary||00:02:00|
|Service Operation Functions|
|Service Desk Function||00:12:00|
|Technical Management Function||00:08:00|
|IT Operations Management||00:06:00|
|Application Management Function||00:15:00|
|Service Operation Functions Summary||00:04:00|
|Service Operation Organizational Structures||00:08:00|
|Roles & Responsibilities||00:17:00|
|Implementing Service Operation||00:14:00|
|Service Operation Considerations Summary||00:05:00|
|Workbooks – ITIL® Service Operation||00:00:00|
|Mock Exam – ITIL® Service Operation||00:20:00|
|Final Exam – ITIL® Service Operation||00:20:00|
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