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ITILSO - ITIL® Service Operation (SO)

The ITIL® SO (Service Operation) course is part of the ITIL® Intermediate Lifecycle certification stream. The course prepares candidates to take the ITIL® Service Operation Intermediate exam as well as proving valuable knowledge that can be implemented in the workplace.

Accredited ITIL® Service Operation training is provided by Knowledge Peak, accredited by PeopleCert Examination Institute.

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Prerequisites


An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

Detailed Class Syllabus


Course and Learning Objectives:


The term “Service Operation”, and how it fits in the overall core ITIL Lifecycle
The operational activities of processes covered in other Lifecycle phases
Service Operation Processes
Organizational issues including: Functions, Groups, Teams, Department and Divisions
Service Operation Activities
Service Operation Technology Considerations and Requirements
Planning and Implementing Service Management Technologies
Managing Change in Service Operations
Challenges, Critical Success Factors and Risks