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What Will I Learn?

Gain an understanding of service operation.
Learn about service operation processes.
Understand how to organise for service operation functions.
Learn how to implement service operation.
Learn the principles and purposes of service operation.

Overview

The ITIL® Intermediate Module – Service Operation course provides in-depth knowledge on how to improve IT Service Management. Learners will gain an understanding in operation processes and their associated roles, responsibilities, risks, challenges and critical success factors. The primary objective is to help individuals and organisations to effectively manage the performance of its products and services. This is a crucial stage of the lifecycle process and to ensure that the products and services provide efficient resources for users.

The ITIL® Intermediate Module – Service Operation course discusses review of service operation activities and interaction of activities with other lifecycle processes.            

The ITIL® Intermediate Module – Service Operation course teaches learners  how functions are mapped according to various roles and responsibilities. The Service Operation module is worth 3 credits to achieve the minimum of 17 credits required before the final step of ITIL® Expert Level. The course is globally recognised and accredited to a training organisation and you will be issued an internationally recognised qualification following full completion of the ITIL® Intermediate Module – Service Operation course.

Why study at Global Edulink?

Global Edulink offers the most convenient path to gain recognised skills and training that will give you the opportunity to put into practice your knowledge and expertise in an IT or corporate environment. You can study at your own pace at Global Edulink and you will be provided with all the necessary material, tutorials, qualified course instructor, narrated e-learning modules and free resources which include Free CV writing pack, free career support and course demo to make your learning experience more rewarding and enriching.

Access Duration

The course will be directly delivered to you, and you have 12 months access to the online learning platform from the date you joined the course.  The course is self-paced and you can complete it in stages, revisiting the lectures at anytime.

Who is this Course aimed at?
  • The course is aimed at Security Managers and Security Administrators.
  • Service Desk.
  • IT Planners.
  • Network Support.
  • Individuals working in roles within service based business models who want to enhance their knowledge of concepts, functions and processes related to service operation.
Entry Requirements
  • The course requires that learners have an understanding of the ITIL Foundation course.
Method of Assessment

At the end of the ITIL® Intermediate Module – Service Operation course you will be required to take a multiple choice question assessment test comprising of 8 questions per paper in 90 minutes duration. (28 marks required to pass out of 40) The multiple choice question assessment will be automatically marked with learners receiving an instant grade. The pass mark is 70%, closed book.

Certification

Those who successfully complete the exam will be awarded the certificate in ITIL Intermediate Module – Service Operation.

Awarding Body

The ITIL® certification scheme provides a modular approach to the ITIL framework, and is comprised of a series of qualifications focused on different aspects of ITIL best practice to various degrees of depth and detail.

The tiered structure of the qualification offers candidates flexibility relating to the different disciplines and areas of ITIL and the ability to focus their studies on key areas of interest.

The certificate will be awarded by Axelos. This is a globally recognised best practice qualification that will make your CV standout and encourage employers to see your motivation at expanding your skills and knowledge in the IT enterprise.   

Progression and Career Path

Once you successfully complete ITIL® Intermediate Module – Service Operation you will be qualified to work in the following positions. The ITIL® Intermediate Module – Service Operation qualification will also put you in line to demand a higher salary or job promotion. The average UK salary per annum according to https://www.payscale.com is given below.

  • IT Operations Manager (average UK yearly salary: £46,144)
  • IT Security Manager (average UK yearly salary: £51,234) 
  • Database Administrator (average UK yearly salary: £30,589)  
  • Release Manager (average UK yearly salary: £40,401)
  • IT Project Manager (average UK yearly salary: £42,549)

 

Common Career Paths For Project Manager, Information Technology (IT)
  
Other Benefits
  • Written and designed by the industry’s finest expert instructors with over 15 years of experience
  • Repeat and rewind all your lectures and enjoy a personalised learning experience
  • Gain access to quality video tutorials
  • Unlimited 12 months access from anywhere, anytime
  • Save time and money on travel
  • Learn at your convenience and leisure
  • Quizzes, tests mock exams, practice exams to ensure you are 100% ready
  • Eligible for a NUS discount card
  • Free Career Support Service
  • 25% Discount on personal Statement and covering letter writing service
  • Free Access to Over 150 courses for 2 days (48 hours)
  • Free access to course before you purchase (For selected courses only)

 

ITIL®, RESILIA, PRINCE2®, and the Swirl logo are registered trade marks of the AXELOS Limited, used under permission of AXELOS. All rights reserved.

Course Curriculum

introduction
Tutor Introduction 00:00:00
Course Introduction 00:00:00
➤ module 01: course introduction – vo
1.0 lesson: course organization
Welcome to the Course! 00:00:00
Mentoring Community Introductions 00:00:00
Why Are You Here? 00:00:00
Using Bloom’s Taxonomy 00:00:00
What do you Expect? 00:00:00
Housekeeping Online 00:00:00
2.0 lesson: course conventions & agenda
Conventions Used 00:00:00
Quizzes & Exercises 00:00:00
ITIL Qualification Scheme 00:00:00
ITIL Lifecycle Exam 00:00:00
Getting Started with an Online Class 00:00:00
Chapter 01 Review 00:00:00
➤ module 02: it service lifecycle service operation
1.0 lesson: introduction to service operation
SO & the Service Lifecycle 00:00:00
Managing Across the Lifecycle 00:00:00
Purpose, Goals & Objectives of Service Operation 00:00:00
Scope of Service Operation 00:00:00
Value of Service Operation 00:00:00
2.0 lesson: principles of service operation
Fundamentals of Service Operation 00:00:00
The Principle of Service Operation 00:00:00
Achieving Balance in Service Operation 00:00:00
Balancing Stability & Responsiveness 00:00:00
Balancing QoS & CoS 00:00:00
Balancing Reactive & Proactive 00:00:00
Providing Service 00:00:00
SO & Other Lifecycle Stages 00:00:00
Operational Health 00:00:00
SO Communication 00:00:00
SO Documentation 00:00:00
3.0 lesson: service operation summary
Service Operation Summary 00:00:00
Checkpoint 00:00:00
Chapter 02 Review 00:00:00
➤ module 03: service operation processes
1.0 lesson: event management
The Service Operation Model 00:00:00
The Processes of Service Operation 00:00:00
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Event Management 00:00:00
Event Occurrence & Notification 00:00:00
Event Detection & Filtering 00:00:00
Event Significance & Correlation 00:00:00
Event Response Trigger & Selection 00:00:00
Event Review & Closure 00:00:00
Triggers, Inputs & Outputs 00:00:00
Process Relationships 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
2.0 lesson: incident management
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Event Management 00:00:00
Incident Logging 00:00:00
Incident Categorization 00:00:00
Categorization 00:00:00
Incident Priority 00:00:00
Incident Escalation 00:00:00
Incident Diagnosis 00:00:00
Incident Resolution & Recovery 00:00:00
Incident Closure 00:00:00
Expanded Incident Lifecycle 00:00:00
Triggers, Inputs & Outputs 00:00:00
Process Relationships 00:00:00
Critical Success Factors 00:00:00
Challenges & Risk 00:00:00
Summary 00:00:00
3.0 lesson: request fulfillment
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Request Fulfillment 00:00:00
Menu Selection 00:00:00
Financial Approval 00:00:00
Other Approval 00:00:00
Fulfillment 00:00:00
Closure 00:00:00
Triggers, Inputs & Outputs 00:00:00
Process Relationships 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
4.0 lesson: problem management
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Concepts 00:00:00
Value to the Business 00:00:00
Activities of Problem Management 00:00:00
Managing the Problem 00:00:00
Problem Analysis Techniques 00:00:00
Managing the Known Error 00:00:00
Triggers, Inputs & Outputs 00:00:00
Relationships 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
5.0 lesson: access management
Introduction 00:00:00
Purpose, Goals & Objectives 00:00:00
Scope 00:00:00
Value to the Business 00:00:00
Concepts 00:00:00
Activities of Access Management 00:00:00
Access Request 00:00:00
Access Verification 00:00:00
Provide Rights 00:00:00
Monitor Identity Status 00:00:00
Log & Track Access 00:00:00
Remove or Restrict Rights 00:00:00
Triggers, Inputs & Outputs 00:00:00
Relationships 00:00:00
Critical Success Factors 00:00:00
Challenges & Risks 00:00:00
Summary 00:00:00
6.0 lesson: operational activities of other lifecycle processes
Introduction 00:00:00
Change Management 00:00:00
Service Asset & Configuration Management 00:00:00
Release & Deployment Management 00:00:00
Knowledge Management 00:00:00
Capacity Management 00:00:00
Availability Management 00:00:00
IT Service Continuity Management 00:00:00
Financial Management 00:00:00
7.0 lesson: service operation processes summary
Service Operation Process Summary 00:00:00
Checkpoint 00:00:00
Chapter 03 Review 00:00:00
➤ module 04: common service operation activities
1.0 lesson: common activities
Service Operation – Common Activities 00:00:00
Monitoring & Control 00:00:00
Control Loop 00:00:00
IT Operations 00:00:00
Mainframe Management 00:00:00
Server Management & Support 00:00:00
Network Management 00:00:00
Storage & Archive 00:00:00
Database Management 00:00:00
Directory Services Management 00:00:00
Desktop & Mobile Support 00:00:00
Middleware Management 00:00:00
Internet/Web Management 00:00:00
Facilities & Data Center Management 00:00:00
Data Center Strategies 00:00:00
IT Security Management 00:00:00
Improvement of Operational Activities 00:00:00
2.0 lesson: common activities summary
Common Activities Summary 00:00:00
Checkpoint 00:00:00
Chapter 04 Review 00:00:00
➤ module 05: service operation functions
1.0 lesson: service desk function
Introduction to Service Operation Functions 00:00:00
Introduction to Service Desk 00:00:00
Service Desk 00:00:00
Service Desk – Role 00:00:00
Service Desk – Objectives 00:00:00
Service Desk – Organizational Structures 00:00:00
Service Desk – Staffing 00:00:00
Service Desk – Metrics 00:00:00
2.0 lesson: technical management function
Introduction to Technical Management 00:00:00
Technical Management 00:00:00
Technical Management – Role 00:00:00
Technical Management – Objectives 00:00:00
Technical Management – Organizational Structures 00:00:00
Technical Management – Design, Maintenance & Support 00:00:00
Technical Management – Metrics 00:00:00
Technical Management – Documentation 00:00:00
3.0 lesson: application management function
Introduction to Application Management 00:00:00
Application Management 00:00:00
Application Management – Role 00:00:00
Application Management – Objectives 00:00:00
Application Management – Principles 00:00:00
Application Lifecycle 00:00:00
Application Management – Generic Activities 00:00:00
Application Management – Organizational Structures 00:00:00
Application Management – Roles & Responsibilities 00:00:00
Application Management – Metrics 00:00:00
Application Management – Documentation 00:00:00
4.0 lesson: it operations management
Introduction to IT Service Operations Management 00:00:00
IT Operations 00:00:00
IT Operations – Role 00:00:00
IT Operations – Objectives 00:00:00
IT Operations – Organizational Structures 00:00:00
IT Operations – Metrics 00:00:00
Operations Management – Documentation 00:00:00
5.0 lesson: service operation functions summary
Service Operation Functions Summary 00:00:00
Checkpoint 00:00:00
Chapter 05 Review 00:00:00
➤ module 06: technical considerations – vo
1.0 lesson: service operation organizational structures
Organizational Structures 00:00:00
Specialization Based Structures 00:00:00
Activity Based Structures 00:00:00
Process Based Structures 00:00:00
Geography Based Structures 00:00:00
Hybrid Structures 00:00:00
2.0 lesson: roles & responsibilities
Introduction 00:00:00
Generic Roles 00:00:00
Service Owner 00:00:00
Process Owner 00:00:00
Process Manager 00:00:00
Process Practitioner 00:00:00
Service Operation – Roles 00:00:00
Service Desk 00:00:00
Technical Management 00:00:00
IT Operations 00:00:00
Application Management 00:00:00
Event Management 00:00:00
Incident Management 00:00:00
Request Fulfillment 00:00:00
Problem Management 00:00:00
Access Management 00:00:00
3.0 lesson: technology considerations
Service Operation Technology Considerations 00:00:00
Event Management Desired Features 00:00:00
Incident Management Desired Features 00:00:00
Request Fulfillment Desired Features 00:00:00
Problem Management Desired Features 00:00:00
Access Management Desired Features 00:00:00
Service Desk Desired Features 00:00:00
4.0 lesson: implementing service operation
Service Operation Implementation 00:00:00
Managing Change in SO 00:00:00
SO & Project Management 00:00:00
Assessing & Managing Risk 00:00:00
Involvement in Design & Transition 00:00:00
Planning & Implementing Technology 00:00:00
Challenges 00:00:00
Critical Success Factors 00:00:00
Risks 00:00:00
5.0 lesson: service operation considerations summary
Service Operation Considerations Summary 00:00:00
Checkpoint 00:00:00
Chapter 06 Review 00:00:00
Course Closure 00:00:00
£59 (inc. VAT)
PRIVATE COURSE

  • 365 Days
  • Course Certificate
  • Awarded by 'ITIL'
  • 06Guided Learning Hours
  • Course Material
  • 06Number of Modules
  • Official Exam

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