ITIL® Intermediate SO Certification Training in chennai

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In order to manage the services and products of an organization, ITIL® Intermediate Service Operation (SO) Course is just the apt course. The course simply focuses on the operational jargons, principles and the processes that go along in defining the management aspects of a company. ITIL® SO Certification will help you study the underlying strategies and help understand the transition phases of IT Service Lifecycle. The course stretched over 3 days helps you understand service operations at its best. The course mainly aims to enable organizations to support resources which help deliver the goods to the client.



Learning Objectives -

  • Upon completion of this course and examination, the learner will gain competencies in:
  • Understanding Service Management as a Practice and Service Operation principles, purpose and objective
  • Understanding how all Service Operation processes interact with other Service Lifecycle processes
  • The sub processes, activities, methods and functions used in each of the Service Operation processes
  • The roles and responsibilities within Service Operation and the activities and functions to achieve operational excellence
  • How to measure Service Operation performance
  • Understanding technology and implementation requirements in support of Service Operation
  • The challenges, critical success factors and risks related with Service Operation



  • Combining the ITIL® SO Training to understand Service Management as a Practice and Service Transition.
  • Designing processes and helping the processes interact with other Service Lifecycle processes
  • Defining the sub-processes, activities, methods and functions through SO Training that are used in each of the Service Operation process
  • Preparing for the roles and responsibilities through ITIL® SO Exam
  • Study ITIL® service operation to understand measuring of Service Operation performance
  • Acquiring knowledge through ITIL® SO Certification hereby understanding technology and its implementation requirements in support of Service Operation

The Service Design Lifecycle course will be of interest to:

  • Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® certifications.
  • Individuals who require understanding of the ITIL® Service Operation phase of the ITIL® core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization
  • IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • Individuals seeking the ITIL® Expert certification in IT Service Management for which this qualification is one of the prerequisite modules
  • Individuals seeking progress towards the ITIL® Master in IT Service Management for which the ITIL® Expert is a prerequisite
  • A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers and ITSM trainers involved in the ongoing management, coordination and integration of operation activities within the Service Lifecycle

Candidates for this course must:

  • Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • It is also strongly recommended that candidates:
  • Can demonstrate familiarity with IT terminology and understand the context of Service Design in their own business environment is strongly recommended
  • Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes: Service Catalog Management (SCM), Service Level Management (SLM), Capacity Management, Availability Management, IT Service Continuity Management and Information Security Management
  • Event Management, Incident Management, Problem Management, Request Fulfilment and Access Management.
  • It is recommended that candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification

Introduction and Overview

  • Principles and objectives
  • Functions and common activities
  • How Service Operation creates business value

Balancing conflicting goals

  • Internal IT vs. external business view
  • Stability vs. responsiveness
  • Quality of service vs. cost of service
  • Reactive and proactive activities

Primary ITIL® processes within Service Operation

  • Event management: active and passive monitoring
  • Restoring normal service quickly through Incident Management
  • Request fulfillment
  • Managing Problems with root cause analysis
  • Access management

Operational activities of other ITIL® processes

  • Change, Configuration and Release Management
  • Capacity and Availability Management

Common Service Operation Activities Monitoring and control of IT operations

  • Detecting the status of services and CIs
  • Taking appropriate corrective action
  • Console management/operations bridge: a central coordination point for monitoring and managing services

Management of the infrastructure

  • Mainframe, server and network management
  • Storage and database management
  • Managing directory services and desktop support
  • Facilities and datacenter management
  • Managing IT security in service operations
  • Improving operational activities

Operational aspects of processes from other lifecycle phases

  • Change, configuration and release
  • Availability
  • Capacity
  • Service continuity

Mapping Service Operation functions to activities

  • Roles and responsibilities
  • Understanding the organizational context

Service Operation structure

  • Service Desk
  • Technical Management
  • IT Operations Management
  • Application management

Key functions of the Service Desk

  • Logging incidents and requests
  • First-line investigation and diagnosis
  • Managing the lifecycle of incidents and requests
  • Keeping users informed

Structuring the Service Desk

  • Local vs. centralized
  • The virtual service desk
  • Follow-the-sun operation

Technology Related Issues

  • 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

Implementation Challenges and Risks

  • 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

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
  • It is recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL® Service Management Practice core guidance, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination
  • The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions.
  • Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
  • Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
  • Pass score is 28/40 or 70%

Ajit Joshi

Associate Vice President and Head – Governance and Enterprise Transformation in IT Service Management (GeTSM)


  • More than 8 years of experience in IT operations, Service Management, Training
  • Trained more than 1000 professionals on technology and upselling, and Best Management Practices, like ITIL®, COBIT, Six Sigma, Prince 2.
  • ITIL® Release, Control and Validation Certified.
  • ITIL® Service Offering and Agreement Certified.
  • ITIL® Planning, Protection and Optimization Certified.

What is ITIL® SO Certification?

  • This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services.

What is the Eligibility Criteria / Pre-requisites for the ITIL® SO Exam?

  • Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

  • Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

  • Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course.

When are the classes conducted?

  • All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

  • Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

  • Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

  • We are Accredited Training Organization
  • Experiential Education
  • Experienced Industry Experts
  • Accredited course material
  • Quality Courseware
  • Post training support

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  • Blended Learning Delivery Model (Self-Paced E-Learning And/Or Instructor-Led Options)
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Amitkirti Chougule Chougule

Technical Lead

Studying for the ITIL® SO certification has helped improved my coordinating activities during service strategy, design and transition phases of the services lifecycle. This certification has changed my perspective of how the management of IT service operations should function.


Mr. Sachin Hawale

IAssistant Manager

Service Operation (SO) module course imparted by Vinsys, has made me list the challenges, critical success factors and risks associated with Service Operation in an extremely organized and strategized manner. The tutors have left no stone unturned in simplifying the course!


Mr. Pradeep Rajagopal

Senior Engineer

ITIL® service operation aided my understanding for service operations a lot more astute manner. It also got my foundation basics back in place. Thank you Vinsys for the wonderful efforts you have taken.

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