ITIL® Intermediate SO Certification Training in mumbai

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

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).

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 data center 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

• 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

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

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

ITIL®  Intermediate Service Operations (SO) module is one of the certifications contained within the ITIL® Service Lifecycle workstream. The course focuses on operational activities, processes, principles, and functions that are important in the 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.

The ITIL® Service Operations course encourages the 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 detailed know-how of the sub-processes, methods, functions, and activities used in each of the Service Operation processes
• Learn about the technical requirements to implement the support Service Operation model
• Understand critical success factors and challenges associated with the Service Operation model of the ITSM framework

Vinsys has been a leader in  providing trainings for professional courses. Our ITIL® training courses have been recognized globally as we enable candidates to explore practical implementation more. Our highly experienced trainers possess considerable industry experience and ensure that the candidates are benefited most with the certification course. Vinsys excels in delivering flexible training sessions and adopting various training delivery models in order to fit every candidate’s schedules and learning patterns.

ITIL® Intermediate Service Operation (SO) certification course material is crafted and curated by subject matter experts and aligns with the latest updates in the ITIL® framework. We ensure that candidates learn the fundamentals well and provide complete assistance to help them clear the ITIL® SO Certification exam in the first attempt.

Here are a few reasons to choose Vinsys as your learning partner:

• Industry-expert, highly accredited trainers
• Trained 600,000+ professionals across the globe
• Highly interactive training sessions and flexible training schedules
• 98% success rate of candidates clearing exams in the first go
• Well-structured training procedure and accredited course material
• Pre as well as post certification assistance
• Complete exam preparation guidance including mock exams and practice tests