ITIL® Intermediate SO Certification Training

ITIL SO Training

ITIL®  intermediate service operation certification course aims at digging into the IT services, strategic assets, risks, challenges, and budget faced in an ITSM environment. It enables IT teams as well as organizations to maintain the credibility of their service offerings and sustain them. The Service Operations course is designed to ensure that organizations provide enough resources for the users. The ITIL® Service Operations training at Vinsys delivers value through experienced professionals and real-time scenarios for enhanced learning.


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ITIL SO Training Overview

ITIL®  Intermediate Service Operations (SO) module is one of the certifications contained within the ITIL® Service Lifecycle work stream. The course focuses on the operational activities, processes, principles and functions that are important in successful management of their services and products. This certification training ensures to develop an improvised IT service management culture in an organization.

The SO module of the ITIL® framework consists of the procedures to be implemented for smooth coordination and execution of operational management activities related to their services and products during the design, service strategy, and transition phases of the IT Service Lifecycle. It also includes information on using related technology and support resources efficiently.

The ITIL® SO certification course intends to provide candidates with a brief understanding of the Service Operations best practices that ultimately both the individuals as well as organizations.

Note: Vinsys provides ITIL certification training in combination with ITIL exam.

Course Curriculum


The ITIL® Service Operations course encourages establishment of well-defined ITSM infrastructures and enables candidates to:


  • Understand service management as a practice and service operation principles, objective and purpose
  • Know the inter-connection between Service Operations processes and its impact on other Service Lifecycle processes
  • Measure the Service Operations performance
  • Get a detailed know-how of the sub-processes, methods, functions and activities used in each of the Service Operation processes
  • Learn about the technological requirements to implement the support Service Operation model
  • Understand critical success factors and challenges associated with the Service Operation model of the ITSM framework


The ITIL® SO Certification course provides maximum benefits to IT professionals who serve as:

  • Release Manager
  • Security Administrator
  • Applications Support
  • IT Operations Manager
  • Database Administrator
  • Problem Manager
  • Service Desk and Incident Manager
  • Network Support
  • Security Manager

Apart from the above mentioned roles, any candidate who wishes to explore and prosper into the field of ITSM can benefit from this course if he/she fulfills the pre-requisites required to appear for the ITIL® SO exam. Candidates having prior exposure to basic concepts in IT or those having spent at least 2 years of professional experience in IT Service Management (ITSM) will obviously gain more knowledge and expertise.


In order to appear for the ITIL® Intermediate Service Operations (SO) Certification exam, candidates must have cleared the ITIL® Foundation Certification exam (version does not matter).

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Training Options


Instructor-Led Session

2 days Instructor led Online Training

Experienced Subject Matter Experts

Approved and Quality Ensured training Material

24*7 leaner assistance and support


Customized to your team's need

Customized Training Across Various Domains

Instructor Led Skill Development Program

Ensure Maximum ROI for Corporates

24*7 Learner Assistance and Support

Course Outline

  • Principles and objectives
  • Functions and common activities
  • How Service Operation creates business value
  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities
  • Event management: active and passive monitoring
  • Restoring normal service quickly through Incident Management
  • Request fulfillment
  • Managing Problems with root cause analysis
  • Access management
  • Change, Configuration and Release Management
  • Capacity and Availability Management
  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services
  • Mainframe, server and network management
  • Storage and database management
  • Managing directory services and desktop support
  • Facilities and data center management
  • Managing IT security in service operations
  • Improving operational activities
  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity
  • Roles and responsibilities
  • Understanding the organizational context
  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application management
  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed
  • Local vs. centralized
  • The virtual service desk
  • Follow-the-sun operation
  • Technology, tools and expertise requirements
  • Defining architecture standards
  • Involvement in the design and build of new services and operational practices
  • Contributing to Service Design, Service Transition and Continual Service Improvement projects
  • Evaluating change requests
  • Matching technology to the organizational situation
  • Managing change in service operations
  • Service operation and project management
  • Assessing and managing risk
  • Operational staff in design and transition
  • Planning and implementing service management technologies
  • Identifying critical success factors

Course Advisor

Prasad Lele

19+ Years


Area Of Expertise : ITIL® Expert, CobiT® 5 Implementation Certified, CobiT® 5 Assessor Certified, Certified ISO/IEC 38500 Lead IT Corporate Governance Manager, ITIL 4 Foundation Certified, Certified ISO/IEC 20000 Lead Auditor, PRINCE 2® Practitioner, Certified ISO 21500 Project Manager, SIAM™ Foundation, VeriSM™ Foundation

Course Reviews


The ITIL® So certification training aims at providing candidates with apt knowledge about provisioning, supporting and delivering IT Services in compliance with the latest guidelines. It is one of the popular modules of the ITSM framework and fetches 3 ITIL® credits that can be utilized to contribute in the 17 credits required for ITIL® Expert Certification

To appear for the ITIL® SO exam, candidates must qualify with the ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

This training usually is scheduled for 2-3 business days.

Yes, on successfully completing the ITIL® SO Certification training course and clearing the respective exam, Vinsys will send you a course completion certificate on your email.

Out of the many reasons to trust Vinsys with your ITIL® certifications, the most important one is that Vinsys focuses more on delivering practical knowledge to its students. With our training, candidates are sure to achieve great heights and success in their career paths.

  • Accredited training organization
  • Experiential education
  • Industry-expert trainers
  • Accredited course material
  • Quality courseware
  • Post training support

Here are a few details about the ITIL® Intermediate SO certification exam you need to know:

  • Exam Format - 8 scenario-based questions
  • Open Book - No
  • Exam Duration - 2 Hours
  • No. of Questions - 8
  • Passing Criteria - 28 out of 40 (70%)
  • Result - Immediately after the exam
  • Certificate - Within 5 business days