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ITIL® Intermediate SO Certification Training

Course Summary

This ITIL Intermediate Service Operation (SO) course is one of the key qualifications within ITIL Service Lifecycle training and will establish your ability to enable responsive, stable and repeatable IT service delivery. The ITIL framework sets international quality benchmarks for IT professionals around the world. This course focuses on IT governance, risks, budgets and strategic assets and will provide you with service operation expertise during the strategy, design and transition phases.


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    Course Syllabus


    Course preview

    ITIL Intermediate SO

    Learning Unit 00 - Introductory Lesson 35:02

    0.1 ITIL 2011 Lifecycle Module Service Operation 01:12

    0.2 Agenda 01:03

    0.3 Objective 00:22

    0.4 ITIL® 2011 Introduction 00:54

    0.5 ITIL® 2011 Intermediate 00:44

    0.6 ITIL - Qualification Criteria 01:53

    0.7 Definition Of Service Lifecycle 00:48

    0.8 Definition Of Service Capability 00:44

    0.9 Difference between Lifecycle And Capability Modules 00:35

    0.10 Managing Across The Lifecycle 00:43

    0.11 Accreditation Institute 00:43

    0.12 SO Course Description 00:41

    0.13 Course Objective 00:43

    0.14 Target Candidate 00:40

    0.15 Target Candidate Contd.. 01:26

    0.16 Exam Pre - Requisites 01:12

    0.17 ITIL® 2011 Service Operation Exam Format 01:09

    0.18 Exam Tips 00:20

    0.19 Course Outline 04:39

    0.20 Quiz 00:53

    0.21 Foundation Basics 00:21

    0.22 Foundation Basics 01:18

    0.23 Foundation Basics 00:38

    0.24 Foundation Basics 01:17

    0.25 Foundation Basics 01:26

    0.26 Foundation Basics 01:57

    0.27 Foundation Basics 01:49

    0.28 Foundation Basics 01:56

    0.29 Foundation Basics 02:14

    0.30 Thank You 00:42

    Learning Unit 01 - Introduction to Service Operation 14:41

    1.1 Introduction To Service Operation 00:32

    1.2 ITIL And Good Practice In Service Management 01:28

    1.3 ITIL - The Library Constituents 00:44

    1.4 Service Operation - Purpose 01:22

    1.5 Service Operation - Objectives 00:51

    1.6 Service Operation - Scope 02:00

    1.7 Service Operation - Value To Business 01:28

    1.8 Context Of Service Operation In Service Lifecycle 03:35

    1.9 Service Operation - Fundamentals 02:15

    1.10 Summary 00:26

    1.11 Quiz

    Learning Unit 02 - Service Operation Principles 31:34

    2.1 Service Operation Principles 00:25

    2.2 Service Operation: Responsibilities 01:29

    2.3 Achieving Balance In Service Operation 02:39

    2.4 Achieving Balance In Service Operation 01:58

    2.5 Achieving Balance In Service Operation 01:44

    2.6 Achieving Balance In Service Operation 02:07

    2.7 Providing Good Service 01:31

    2.8 Operational Staff Involvement In Service Strategy 01:03

    2.9 Operational Staff Involvement In Service Design 00:48

    2.10 Operational Staff Involvement In Service Transition 01:04

    2.11 Operational Staff Involvement In Continual Service Improvement 01:19

    2.12 Operational Health 01:23

    2.13 Communication 01:54

    2.14 Communication 03:26

    2.15 Documentation 01:52

    2.16 Service Operation: Inputs And Outputs 01:18

    2.17 Service Operation: Inputs And Outputs 01:36

    2.18 Service Operation: Inputs And Outputs 01:37

    2.19 Service Operation: Inputs And Outputs 01:43

    2.20 Summary 00:38

    2.21 Quiz

    Learning unit 03 - Service Operation Processes 2:38:54

    3.1 Service Operation Processes 00:18

    3.2 Service Operation Processes 00:23

    3.3 Event Management 00:42

    3.4 Event Management - Purpose And Objectives 01:28

    3.5 Event Management - Scope 02:09

    3.6 Event Management - Value To Business 01:46

    3.7 Event Management - Policies 02:00

    3.8 Event Management - Basic Concepts 01:35

    3.9 Event Management - Basic Concepts 01:11

    3.10 Event Management - Basic Concepts 00:59

    3.11 Event Management - Basic Concepts 03:48

    3.12 Event Management - Basic Concepts 02:14

    3.13 Event Management - Process Activities 02:36

    3.14 Event Management - Triggers, Inputs, Outputs And Interfaces 01:01

    3.15 Event Management - Triggers, Inputs, Outputs And Interfaces 00:53

    3.16 Event Management - Triggers, Inputs, Outputs And Interfaces 00:50

    3.17 Event Management - Triggers, Inputs, Outputs And Interfaces 02:31

    3.18 Event Management - CSFs And KPIs 02:05

    3.19 Event Management - Challenges And Risks 01:16

    3.20 Event Management - Challenges And Risks 00:44

    3.21 Event Management - Roles 00:47

    3.22 Exercise 00:47

    3.23 Case Study - 1 00:50

    3.24 Case Study - 1 03:18

    3.25 Incident Management 00:42

    3.26 Incident Management - Purpose And Objectives 01:47

    3.27 Incident Management - Scope 01:31

    3.28 Incident Management - Value To Business 01:50

    3.29 Incident Management - Policies 02:44

    3.30 Incident Management - Basic Concepts 01:15

    3.31 Incident Management - Basic Concepts 04:14

    3.32 Incident Management - Process Flow 09:35

    3.33 Incident Management - Triggers, Inputs, Outputs And Interfaces 01:01

    3.34 Incident Management - Triggers, Inputs, Outputs And Interfaces 01:55

    3.35 Incident Management - Triggers, Inputs, Outputs And Interfaces 01:24

    3.36 Incident Management - Triggers, Inputs, Outputs And Interfaces 03:04

    3.37 Incident Management - CSFs And KPIs 02:11

    3.38 Incident Management - Challenges And Risks 02:01

    3.39 Incident Management - Challenges And Risks 01:44

    3.40 Incident Management - Roles 03:20

    3.41 Problem Management 00:41

    3.42 Problem Management - Purpose And Objectives 01:28

    3.43 Problem Management - Scope 01:27

    3.44 Problem Management - Value To Business 01:02

    3.45 Problem Management - Policies 01:10

    3.46 Problem Management - Basic Concepts 01:52

    3.47 Problem Management - Process Flow 07:24

    3.48 Problem Management - Triggers, Inputs, Outputs And Interfaces 01:11

    3.49 Problem Management - Triggers, Inputs, Outputs And Interfaces 01:06

    3.50 Problem Management - Triggers, Inputs, Outputs And Interfaces 00:38

    3.51 Problem Management - Triggers, Inputs, Outputs And Interfaces 03:49

    3.52 Problem Management - CSFs And KPIs 02:05

    3.53 Problem Management - Challenges And Risks 02:30

    3.54 Problem Management - Challenges And Risks 01:06

    3.55 Problem Management - Roles 03:15

    3.56 Request Fulfillment 00:48

    3.57 Request Fulfillment - Purpose And Objectives 01:48

    3.58 Request Fulfillment - Scope 00:57

    3.59 Request Fulfillment - Value To Business 00:57

    3.60 Request Fulfillment - Policies 02:19

    3.61 Request Fulfillment - Basic Concepts 01:25

    3.62 Request Fulfillment - Process Activities 02:46

    3.63 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces 00:52

    3.64 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces 00:46

    3.65 Request Fulfillment - Triggers, Inputs, Outputs And Interfaces 02:23

    3.66 Request Fulfillment - CSFs And KPIs 01:44

    3.67 Request Fulfillment - Challenges And Risks 02:35

    3.68 Request Fulfillment - Challenges And Risks 01:00

    3.69 Request Fulfillment - Roles 03:58

    3.70 Access Management 00:49

    3.71 Access Management - Purpose And Objectives 01:00

    3.72 Access Management - Scope 01:09

    3.73 Access Management - Value To Business 01:12

    3.74 Access Management - Policies 02:11

    3.75 Access Management - Basic Concepts 00:31

    3.76 Access Management - Basic Concepts 01:37

    3.77 Access Management - Process Activities 02:37

    3.78 Access Management - Triggers, Inputs, Outputs And Interfaces 01:06

    3.79 Access Management - Triggers, Inputs, Outputs And Interfaces 00:51

    3.80 Access Management - Triggers, Inputs, Outputs And Interfaces 00:47

    3.81 Access Management - Triggers, Inputs, Outputs And Interfaces 02:57

    3.82 Access Management - CSFs And KPIs 01:41

    3.83 Access Management - Challenges And Risks 01:02

    3.84 Access Management - Challenges And Risks 01:46

    3.85 Access Management - Roles 03:14

    3.86 Summary 00:26

    3.87 Exercise 00:47

    3.88 Case Study - 2 00:50

    3.89 Case Study - 2 00:50

    3.90 Quiz

    Learning Unit 04 - Common Service Operation Activities 1:00:55

    4.1 Common Service Operation Activities 00:30

    4.2 Moving From Technology Centric To Business Centric 03:21

    4.3 Monitoring And Control 00:45

    4.4 Monitoring And Control 03:23

    4.5 IT Operations 10:03

    4.6 Server And Mainframe Management And Support 01:54

    4.7 Network Management 02:33

    4.8 Storage And Archive 01:41

    4.9 Database Administration 02:28

    4.10 Directory Services Management 02:18

    4.11 Desktop And Mobile Device Support 01:21

    4.12 Middleware Management 01:42

    4.13 Middleware Management 01:02

    4.14 Internet And Web Management 02:30

    4.15 Facilities And Data Center Management 02:10

    4.16 Data Centre Strategies 02:49

    4.17 Operational Activities Of Processes Covered In Other Lifecycle Stages 00:45

    4.18 Change Management 01:01

    4.19 Service Asset And Configuration Management 01:12

    4.20 Release And Deployment Management 01:11

    4.21 Capacity Management 02:44

    4.22 Demand Management 00:54

    4.23 Availability Management 01:42

    4.24 Knowledge Management 01:04

    4.25 Financial Management For IT Services 01:12

    4.26 IT Service Continuity Management 01:52

    4.27 Information Security Management 02:34

    4.28 Service Level Management 01:25

    4.29 Improvement Of Operational Activities 01:58

    4.30 Summary 00:51

    4.31 Quiz

    Learning Unit 05 - Organizing for Service Operation 1:08:41

    5.1 Organizing For Service Operation 00:29

    5.2 Functions Within Service Operation 02:34

    5.3 Functions Within Service Operation 01:42

    5.4 Service Desk 01:24

    5.5 Business Benefits Of Service Desk 01:20

    5.6 Service Desk Objectives 00:49

    5.7 Service Desk Responsibilities 00:54

    5.8 Service Desk Structures 00:56

    5.9 Local Service Desk 01:16

    5.10 Centralized Service Desk 01:07

    5.11 Virtual Service Desk 01:05

    5.12 Follow The Sun 01:28

    5.13 Specialized Service Desk Groups 00:53

    5.14 Service Desk Roles 01:40

    5.15 Service Desk Roles 01:57

    5.16 Technical Management 02:02

    5.17 Technical Management - Objectives 00:53

    5.18 Technical Management - Activities 02:21

    5.19 Technical Management Roles 02:30

    5.20 Technical Management Organization 01:08

    5.21 Technical Design And Technical Maintenance And Support 01:00

    5.22 Measuring Technical Management Performance 01:45

    5.23 Technical Management Documentation 01:03

    5.24 IT Operations Management 01:29

    5.25 IT Operations Management 00:57

    5.26 IT Operations Management - Objectives 00:42

    5.27 IT Operations Management Sub-functions 02:21

    5.28 IT Operations Management Roles 02:43

    5.29 IT Operations Management Organization 01:00

    5.30 Measuring IT Operations Management Performance 01:03

    5.31 IT Operations Management Documentation 01:25

    5.32 Application Management 01:31

    5.33 Application Management - Objectives 00:58

    5.34 Application Management - Activities 02:22

    5.35 Application Management Roles 01:44

    5.36 Application Management Principles 01:33

    5.37 Application Management Lifecycle 02:26

    5.38 Application Management Organization 01:36

    5.39 Application Management Organization 01:08

    5.40 Measuring Application Management Performance 01:36

    5.41 Application Management Documentation 02:03

    5.42 Structures 05:09

    5.43 Summary 00:33

    5.44 Exercise 00:27

    5.45 Case Study 00:50

    5.46 Case Study 00:49

    5.47 Quiz

    Learning Unit 06 - Technology Considerations 21:33

    6.1 Technology Considerations 00:29

    6.2 Generic Requirements 04:01

    6.3 Event Management - Technology Considerations 02:01

    6.4 Incident Management - Technology Considerations 04:45

    6.5 Request Fulfillment - Technology Considerations 01:29

    6.6 Problem Management - Technology Considerations 02:24

    6.7 Access Management - Technology Considerations 01:10

    6.8 Service Desk - Technology Considerations 02:22

    6.9 Summary 00:25

    6.10 Exercise 00:47

    6.11 Case Study 00:50

    6.12 Case Study 00:50

    6.13 Quiz

    Learning Unit 07 - Implementation of Service Operation 14:02

    7.1 Implementation Considerations 00:23

    7.2 Implementation Considerations 01:14

    7.3 Managing Change In Service Operation 02:00

    7.4 Service Operation And Project Management 01:37

    7.5 Assessing And Managing Risks In Service Operation 01:42

    7.6 Operational Staff In Service Design And Transition 01:47

    7.7 Planning And Implementing Service Management Technologies 04:40

    7.8 Summary 00:39

    7.9 Quiz

    Learning Unit 08 - Challenges, Critical Success Factors and Risks 12:50

    8.1 Challenges Critical Success Factors And Risks 00:30

    8.2 Critical Success Factors 03:42

    8.3 Challenges 03:12

    8.4 Risks 02:48

    8.5 Summary 00:16

    8.6 Exercise 00:42

    8.7 Case Study 00:50

    8.8 Case Study 00:50

    8.9 Quiz

    Learning unit 09 - Summary, case studies, exam preparation and directed 01:11

    9.1 Summary And Directed Studies 00:28

    9.2 Checkpoints 00:21

    9.3 Case Studies Directed Studies And Glossary 00:08

    9.4 Thank You 00:14

    That was just a sneak-peak into the lesson.
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Course Fee:
USD 999

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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