ITIL® Intermediate SO

The ITIL® Intermediate SO - The Service Operation (SO) is a module of the ITIL® Intermediate level in the ITIL® Service Lifecycle category. The SO module emphasize on the activities involved during service strategy design and transition phase.
It will give the IT department a clear understanding of the customer's needs.
This certification is for the professionals involved in management of Service Operations.

We cover the essential tools you need to be an effective ITIL® practitioner,
and include training, course and support materials, and your
exam and certification costs in one inclusive price.

  • Course Benefits
  • Course Content
  • Prerequisites
  • About this Certification
  • Exam Format

ITIL® Exam Preparation Course Benefits

  • Study guides including Video tutorials

    Study as you prefer using PDF files, video tutorials, HTML format or podcasts. Explain the goals, objectives, scope and basic concepts of core ITIL® processes & functions and other syllabus areas of ITIL.
  • All Costs Included

    Our price for ITIL® Certification includes course materials, access to our learning portal with study and support materials, and your exam and certification costs.
  • Podcasts

    Download it and listen to it at your convenience.
  • Crossword

    Test your knowledge and have some fun doing it.
  • Chapter Tests and Evaluation Tests

    These tests assess the delegate's degree of understanding of the respective chapter content.
  • Sample Papers

    To get a feel of the actual ITIL Intermediate SO exam, take the full length sample papers as part of our online course and assess your responses with the provided answers to the same.
  • PDU Certificate

    27 PMI PDUs certificate to help to cater to the needs of continuing education units for PMP certified professionals.

ITIL® Intermediate SO Course Content


  • Overview
  • Context
  • Best Management Practice portfolio

Service Operation Principles

  • Achieving Balance in Service Operation
  • Internal IT View vs. External Business View
  • Stability vs. Responsiveness
  • Quality of Service vs. Cost of Service
  • Reactive vs. Proactive
  • Providing Good Service
  • Operational Health
  • Communications
  • Meetings

Service Operations Processes

  • Event Management
  • Incident Management
  • Request Fulfilment
  • Request Fulfilment
  • Problem Management
  • Access Management

Common Service Operation Activities

  • Monitoring
  • Reporting
  • Control
  • Key Performance Indicators
  • Console Management/Operations Bridge
  • Job Scheduling
  • Backup
  • Restore
  • Print & Output Management
  • Server & Mainframe Management and Support
  • Network Management
  • Storage and Archive
  • Database Administration
  • Directory Services Management
  • Desktop and Mobile Device Support
  • Middleware Management
  • Internet/Web Management
  • Facilities and Data Center Management

Organizing for Service Operation Functions

  • Service Desk Function
  • Technical Management Function
  • Applications Management
  • IT Operations Management

Technology Considerations

  • Tools to support SO activities
  • Summary

Implementing Service Operation

  • Managing Change in Service Operation
  • Planning & Implementing Service Management Technologies
  • Deployment and Capacity Checks

Challenges, risks and critical success factors

  • Challenges
  • Critical success factors
  • Risks
  • Summary


Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management.

Course Learning Objectives

  • To provide a basic understanding of the ITIL framework
  • To understand how ITIL can be used to enhance the quality of IT service management within an organization
  • To enable comprehension and / or awareness of key areas of the 5 ITIL core books:
  • Service Strategy, Service Design, Service Transition, Service Operation and Continual Service Improvement
  • To prepare to sit the ITIL Intermediate SO Exam Prerequisites

Find out more

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Why Choose ITIL® Intermediate SO Certification

The ITIL® Intermediate SO Certificate allows delegates to gain a comprehensive grounding in the aspects of ITIL® service management. Delegates will prepare for and sit the 90 minutes, multiple- choice ITIL® Intermediate SO certificate in service management exam.

Overall, professional IT Service Management disciplines will deliver improved quality of service to customers enabling the business to reduce costs, derive higher revenues and hence increased profit.

This course leads to the ITIL® Intermediate SO level certification. Delegates are prepared for the Intermediate SO examination. The Foundation qualification is a pre-requisite for the ITIL Intermediate examinations.

Find out more

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Exam Format

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) - 70%
  • 90 minutes duration
  • Closed book.

Self-Paced Learning

180 days of access to high-quality, self-paced learning content designed by industry experts.

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What's included in your brochure?

  • Detailed Course Content
  • Course Benefits
  • Certification Options

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