Service Operation

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Service Operation Courses

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. The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.
Course Name Hours CEUs Content
ITIL Intermediate: Service Operation (SO) 28.00 2.80
Description: This course is intended for those involved in or requiring a deep understanding of Event Management and monitoring, Incident Management and service restoration, Request Fulfillment, Problem Management and root cause analysis, Access Management. We also cover the fundamental aspects of communication and stakeholder management, organization of Service Desk, Technical Management, and Application Management and the use of underpinning tools and technologies. Embedded into the three (3) day, instructor-led, Service Operation course is our unique virtualization, Living the Lifecycle. Woven through all of ITSM Academys ITIL V3 Certification classes, this virtualization brings V3 processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation.

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