• Education Bureau Registration Number:575690, 597600
Course Centre Day Date Time Hours Trainer Status Enrollment
ITIL® Intermediate: Service Operation (SO) Wanchai N/A To be confirmed 1:00 – 8:00 pm 21 David Ho Planning

ITIL® Intermediate: SO

Great Learning is an ITIL® Accredited Training Organisation.

Course Duration: 21 hours, 3 sessions of 7 hours each

Course Fee: HK$ 8,200 (includes exam fee HK$ 3,600)

Language of delivery: Cantonese with English terms

Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams.

All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.

The Service Operation (SO) module is one of the certifications within the ITIL® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT service management.

The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.

The course covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Operational Support and Analysis module from the Service Capability work stream.

Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.

The SO module is worth three credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

End learners who achieve 17 credits from the current ITIL v3 credit system will be able to take the ITIL Managing Professional (ITIL MP) transition module in order to move to the new scheme without needing to take the MALC exam. (ITIL MP released during the second half of 2019).

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Introduction to Service Operation
  • Service Operations Principals
  • Service Operation Processes
  • Common Service Operation Activities
  • Organising Service Operation: Functions
  • Technology Considerations
  • Implementation Considerations
  • Challenges, Critical Success Factors and Risks.

Learning Unit SO01: Introduction to Service Operation

  • The processes and service lifecycle phases that Service Operation interfaces with
  • The fundamental aspects of Service Operation and be able to define them


Learning Unit SO02: Service Operation Principles

  • How Service Operation is organized in relation to Functions, Groups, Teams, Department and divisions.
  • How an organization can achieve balance when dealing with internal verse external organizational focus, identifying the issues related to organizations who operate at the extremes of these balances
  • What “Operational Health” means, specifically addressing examples of “Self Healing Systems” and the processes used by them
  • The creation, components and implementation of a complete communication strategy to be used with Service Operations


Learning Unit SO03: Service Operation Processes

  • The use of and interaction of each of the five key processes that make up Service Operation
  • The value to the business that each of the Service Operation processes contributes
  • The use of and interaction of all other lifecycle operational activities that contribute to Service Operation


Learning Unit SO04: Common Service Operation Activities

  • The difference between a Technology Centric and a Business Centric organization, the five levels of maturity and how Service Operation can be used to move towards increasing the Business Centric focus
  • How the activities identified in this unit support Service Operation and provide a detailed model of how to integrate them into a Service Operation organization


Learning Unit SO05: Organizing Service Operation

  • The objective, activities and roles of each of the four functions identified in this unit and how to build a Service Operation model based on these functions
  • Service Operation roles and responsibilities, where and how they are used as well as how a
  • Service Operation organization would be structured to use these roles


Learning Unit SO06: Technology Considerations

  • The technology that supports Service Operation, where and how these can be used
  • The technology required to support each of the Service Operations processes and functions: Event
  • Management, Incident Management, Request Fulfillment Problem Management, Access
  • Management and Service Desk


Learning Unit SO07: Implementation Considerations

  • Strategies and models for managing Change in Service Operation and how to implement this activity within an organization
  • Implementing Service Operation technologies within a company
  • How to assess and manage risk with in a Service Operation group including the interaction that needs to occur with the Service Design and Service Transition personnel


Learning Unit SO08: Challenges, Critical Success Factors and Risks

  • The challenges and risks (e.g. staff, funding, management, etc.) related to Service Operation and the details behind how each challenge can be addressed
  • The Critical Success Factors (CSFs) related to Service Operation as well as a detailed model for measuring and monitoring Service Operation CSFs

The main target group for the ITIL® Intermediate Qualification: Service Strategy Certificate includes, but is not restricted to CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

Number of Questions: 8 Questions

Exam Duration: 120 minutes

Exam Format: Multiple choice, scenario-based, gradient scored questions. Closed book

Exam Location: Great Learning Education Centre

Passing Mark: 28/40 or 70%

Accreditation course material and sample questions

  • Great Learning is an ITIL® Accredited Training Organisation, students can further study to be an ITIL Expert in our centre.
  • We are IT soft skill specialists, highly experienced in delivering complicated and conceptual knowledge in an effective way.
  • An ITIL Training Provider that you can trust: we offer ITIL intermediate courses successfully in every 2 months.

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